IT Service Desk Specialist

Description

Papaya Global is a rapidly growing, award-winning B2B tech unicorn with an ambitious mission to revolutionize the payroll & payments industry. With over $400M raised from multiple tier-one investors, our innovative technology provides a comprehensive solution for managing global workforces, encompassing everything from hiring and onboarding to managing and paying employees in over 160 countries.

About the Role

We are looking for an IT Service Desk Specialist (Tier 1-2) to join our growing IT team and provide internal technical support to employees across the organization. This role is ideal for someone with 1-3 years of hands-on IT support experience in a Microsoft-centric environment (Azure AD / Microsoft Entra ID, Intune, Microsoft 365). Tier 1 proficiency is expected from day one; Tier 2 skills are expected to develop over time, with mentorship and hands-on experience as you grow in the role.

You will be the first point of contact for employee IT issues, ensuring fast, reliable support and a smooth day-to-day technology experience for the entire company.

Key Responsibilities

• You will take ownership of each issue from first contact through resolution, and play a key role in shaping the overall IT support experience for every employee.
• Serve as the first point of contact for internal IT support requests via Slack and Jira Service Management (JSM), taking ownership of each issue from intake through resolution
• Diagnose and resolve hardware, software, and connectivity issues for Windows and macOS devices
• Manage user accounts, permissions, and access in Azure AD / Microsoft Entra ID
• Configure, deploy, and manage devices and policies using Microsoft Intune (MDM/MAM, compliance policies)
• Provide support for Microsoft 365 applications (Exchange Online, Outlook, Teams, SharePoint, OneDrive)
• Troubleshoot VPN connectivity and basic network issues (Wi-Fi, printers, local connectivity)
• Take ownership of tickets in Jira Service Management (JSM) from log to resolution, escalating when needed and keeping clear documentation throughout
• Onboard and offboard employees, including equipment setup, account provisioning, and access management
• Maintain and update IT asset inventory and documentation
• Identify recurring issues and contribute to knowledge base articles and process improvements
• Provide occasional support outside of standard working hours as needed
• Own the end-to-end employee support experience, following up to confirm issues are fully resolved and employees are satisfied

Requirements

• 1-3 years of experience in an IT Service Desk, Help Desk, or technical support role
• Hands-on experience with Azure AD / Microsoft Entra ID (user and access management)
• Hands-on experience with Microsoft Intune (device enrollment, policies, compliance)
• Proficiency supporting Windows and/or macOS operating systems
• Basic understanding of VPN configuration and networking fundamentals
• Experience working with Jira Service Management (JSM) or a similar ITSM/ticketing platform
• Comfortable using Slack for daily communication with employees and the IT team
• Strong troubleshooting and problem-solving skills
• Excellent communication skills and a customer-service mindset
• Fluent in Hebrew and English

Nice to have

• Microsoft certifications (e.g. MD-102, MS-900, AZ-104)
• Experience with endpoint security tools (e.g. Microsoft Defender for Endpoint)
• Experience with scripting or automation (e.g. PowerShell) for repetitive IT tasks
• Prior experience in a mid-sized or growing company environment

What We Offer

• A supportive team environment with real opportunities to grow from Tier 1 to Tier 2 responsibilities
• Exposure to modern cloud-based IT infrastructure (Microsoft Entra ID, Intune, Microsoft 365)
• Ongoing learning opportunities and professional development