Help Desk Specialist

About us:

Penlink is a global leader in digital intelligence solutions. Our advanced technologies simplify complex data, empowering public safety organizations to make informed decisions quickly and effectively. We believe in the power of data-driven intelligence to accelerate clarity in decision-making for global security, strategic operations, and the most critical missions. Headquartered in the US with offices worldwide.

About the Position:

We are seeking a skilled and proactive Help Desk Specialist to join our global IT team. In this role, you will provide end-to-end technical support and services to employees across multiple regions and time zones. You will be the go-to person for troubleshooting, onboarding, and maintaining a productive and secure working environment for users worldwide — both onsite and remotely.

This position requires strong communication skills in both Hebrew and English, service orientation, hands-on experience with IT infrastructure, and the ability to work independently in a dynamic, fast-paced environment.

This role offers an excellent opportunity to broaden your technical expertise, explore new domains, and leverage your experience to grow professionally within a global IT environment.

Responsibilities:

Manage global onboarding and offboarding processes, including device provisioning and setup for new hires.
Install, configure, and maintain laptops and workstations for users across different locations.
Respond to incoming support requests (in person, via email, phone, or support ticketing system) and provide tier-1 and tier-2 IT support.
Troubleshoot and resolve issues related to hardware, software, collaboration tools, network connectivity, and security components.
Install and support a wide range of end-user technologies, including peripherals, multimedia tools, and remote access solutions.
Monitor and ensure smooth operation of Microsoft Teams-based meeting rooms across sites.
Collaborate with internal teams to generate and maintain IT and departmental KPI reports.
Work autonomously to identify and act on opportunities to improve IT services and internal processes — proactively leading small-scale projects where needed.
Provide end-user training and documentation as part of global IT enablement efforts.

Requirements:

Minimum 3 years of experience in an IT support / help desk position in a global environment.
Proven ability to deliver exceptional customer service to remote and on-site users across different cultures and locations.
Strong understanding of PC hardware, Windows OS, and standard desktop applications.
Hands-on experience managing and supporting:
Active Directory, Microsoft Single Sign-On (SSO)
Microsoft Office 365 Suite
SharePoint team sites
OneDrive for Business
Microsoft Intune / Endpoint Manager / MDM
Proficient in troubleshooting browsers, printers, antivirus software, and network access.
High level of initiative and independence, with ability to manage tasks without close supervision.
Strong interpersonal and communication skills in both Hebrew and English.
MCSE certification or equivalent technical background preferred.