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.

• 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.