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Position Summary

This position is reporting to IT Manager and is an executing party of projects, service and maintenance activities for both Infrastructure and Applications. As the first point of contact for senior management seeking technical assistance, you will play a crucial role in ensuring our team operates smoothly. This position is responsible and accountable for the running of Ormat’s computer systems within the limits of requirements, specifications, costs and timelines given by Ormat Global IT management. The ideal candidate will have a passion for technology and the ability to communicate complex technical information to non-technical users in a clear and patient manner. Your responsibilities will include troubleshooting and resolving a wide range of hardware and common software issues, helping our team work efficiently and effectively.

Essential Functions

• Serve as the initial point of contact for technical support requests via phone, email, and our ticketing system.
• Provide timely and effective technical assistance for hardware (desktops, laptops, printers, mobile devices) and software issues.
• Monitor support queues, SLA's and user satisfaction. Prioritize issues based on their importance and criticality to the business.
• Lead the team by conducting Daily or Weekly meetings, training team members and collaborating with global teams.
• Diagnose and resolve problems related to network connectivity, operating systems (Windows/macOS), and common business applications (e.g., Microsoft 365, an email client).
• Accurately log all help desk interactions, including issue descriptions, troubleshooting steps, and resolutions, in the IT ticketing system.
• Responsibility on the onboarding and termination process. (Equipment, permissions, delegations.)
• Managing Ormat asset inventory globally.
• Install, configure, and deploy new computer hardware, software, and peripherals for employees.
• Set up and manage user accounts and permissions in Active Directory and other business systems.
• Use remote support tools to assist users in various locations.
• Escalate unresolved or complex issues to between support teams and IT manager.
• Ensure all work is performed within established standards and guidelines, including the safe assembly of IT equipment.
• Must have availability after hours and weekends.
• Must be able to adapt to new technologies.
• Must possess at any time a valid driver’s license with a driving record acceptable to ORMAT’s Safe Driving policy.
• Must be able to operate a vehicle in a safe manner.
• Must have the ability to travel to other locations.

Other Responsibilities

• Lead the effort to author and update user guides and technical documentation for the internal knowledge base.
• Ensure the team is properly using technical manuals and other resources to investigate and resolve problems.
• Serve as the final point of escalation for complex troubleshooting and technical support issues that the team cannot resolve.
• Perform other duties and support special projects as assigned.

Education, Experience, And Skills Required

• Bachelor’s Degree in Computer Science, Information Systems or related field or equivalent work experience required.
• Minimum of 4 years’ experience in information technology.
• Proven working experience as an IT Team Leader or relevant experience.
• Experience working with IT internal users, user experience lifecycle management.
• Must have a high attention to detail and the ability to multitask.
• Requires working knowledge of fundamental operations of relevant software, hardware and other equipment (MS Windows, MS Office). Working knowledge with typical desktop computer operating systems (Windows 11 and Android) used by business end users.
• Knowledge of technical management/Application management, computer hardware/software systems, servers, storage network and security or any other relevant issue.
• Excellent communication skills, both written and verbal.
• Proactive and responsible; able to set own action plans and manage multiple responsibilities. Demonstrated ability to analyze issues and strategize to provide best/optimal solutions.
• Ability to demonstrate patience and understanding to ensure customer satisfaction. Ability to train users on software applications.
• Personal time management skills and ability to meet individual and team deadlines.
• Experience working with technology staff at all levels (sys admin, technicians, HD, network and security).
• Must be able to use and acquire knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation. Must be proficient in MS Word, Excel, Power Point and use of the Internet.
• Must be able to operate a vehicle in a safe manner and possess a valid driver’s license with a driving record acceptable to ORMAT’s auto insurance carrier.

Physical Requirements

• Must be able to work in an office environment.
• This job requires sitting and/or standing for long periods of time with moderate bending, stooping and kneeling.
• Ability to travel long distances to other company work sites by car and air up to 25% of the time.
• The ability to work at a computer and computer monitor for long periods of time and stay alert.
• This position requires sitting 80% of the time and standing and walking 20% of the time.
• Must have the ability to occasionally lift up to 50 pounds without assistance.