Service Desk Specialist

Description

Silverfort is on a mission to bring identity security everywhere – to every human, machine, and AI agent, both on-premises and in the cloud.

Our unique technology secures identities and access at runtime, in ways that weren’t possible before. With the broadest identity security platform in the market, trusted by more than 1,000 customers, including many Fortune 100 companies, Silverfort is uniquely positioned to lead the fast-growing identity security category.

Joining Silverfort means becoming part of a fast-moving team with a culture of innovation and collaboration that goes above and beyond to help our customers and each other on a journey to reshape the future of identity security.

As an Service Desk Specialist, you will oversee remote and on-site service desk operations, deliver assistance to end users, administer IT assets, and offer support to remote employees. Your role will involve hands-on experience in implementing and managing access to the system while keeping a high service level orientation. You will also support endpoint management solutions across various operating systems. In addition, your strong interpersonal skills will be crucial in fostering positive relationships and providing support to end users within the organization.

Responsibilities

• Run service desk operations and ensure consistently high-quality support for all end users

• Own the onboarding and offboarding process for employees, ensuring smooth access provisioning and IT transitions

• Support remote employees by ensuring they have the tools, access, and resources they need to work effectively

• Manage IT asset lifecycle – procure, track, and maintain hardware and software inventory in coordination with global vendors

• Administer directory and identity platforms, including Azure Active Directory, Microsoft 365, and Intune

• Manage and maintain SaaS applications across the organization

• Handle service desk platforms (e.g., FreshService, Jira Service Management, ServiceNow) to track and resolve tickets efficiently

• Provide hands-on technical support for hardware and software issues across Windows and macOS environments

• Manage conference rooms and AV equipment, including setup, scheduling systems, and meeting support

• Develop and document IT policies and procedures to support a scalable and well-run IT environment

Requirements

• 3+ years of experience in an IT support or service desk role, with demonstrated growth in scope and responsibility

• Experience with service desk platforms such as FreshService, Jira Service Management, or ServiceNow

• Hands-on experience with directory and identity platforms (e.g., Azure Active Directory, Okta) and Microsoft 365 administration

• Experience with endpoint management solutions such as JAMF, Intune, or VMware Workspace ONE

• Fluent English, both written and spoken – required for daily interaction with global employees

• Solid understanding of IT asset management, including procurement workflows and inventory tracking

• Experience managing SaaS applications across an organization

• Strong interpersonal skills and a service-oriented approach – able to build trust with end users at all levels

• Comfort and fluency using modern AI tools (e.g., Claude, ChatGPT) as part of day-to-day work, with a track record of finding ways to apply them to improve quality and speed

• Relevant IT certifications and working knowledge of computer science fundamentals, basic networking, and helpdesk best practices