• Lead, coach, and grow the Global Help Desk team, including ownership of end-user support, device lifecycle management, identity access support, and operational support processes • Set priorities and operating rhythms for the team, balancing day-to-day ticket flow, escalations, operational projects, and long-term process improvements • Serve as a hands-on leader for the help desk function, stepping in on escalations, troubleshooting complex issues, and helping the team resolve high-priority employee support needs • Oversee the delivery of responsive, high-quality technical support for hardware, software, collaboration tools, access requests, and endpoint issues across a global workforce • Manage onboarding and offboarding operations, ensuring employees are provisioned and deprovisioned efficiently and securely • Own and improve processes related to identity and access support, including Okta workflows, MFA issues, role-based access requests, and account lifecycle management • Oversee endpoint management practices, including laptop provisioning, asset tracking, patching, device compliance, and MDM administration • Develop and maintain help desk workflows, knowledge base content, runbooks, and support documentation to improve resolution times and scale support efficiently • Monitor support queues, SLAs, ticket trends, and recurring issues to identify opportunities for automation, process improvement, and better user experience • Partner closely with Security and IT Engineering to ensure employee support practices align with security requirements, device standards, and access control policies • Coordinate vendor support and third-party tooling relationships related to IT support, endpoint management, and collaboration platforms • Create metrics, dashboards, and operational reporting that communicate help desk performance, service quality, and support trends to leadership • Drive continuous improvement across the support function, including tooling, workflows, employee communications, and self-service capabilities • Demonstrate a commitment to integrity, process improvement, and customer satisfaction

Role Description We are seeking a dependable and service-oriented IT Support Specialist to provide technical support to employees across the organization. This role is responsible for troubleshooting hardware, software, and system-related issues while helping maintain smooth day-to-day IT operations. The ideal candidate enjoys solving problems, supporting end users, and ensuring technology runs efficiently so our teams can stay productive. What You'll Do - Provide technical support for hardware, software, and network-related issues - Troubleshoot computers, mobile devices, printers, and other IT equipment - Install and configure laptops, workstations, and user accounts - Support company systems including email, collaboration tools, and business applications - Manage and respond to support tickets while documenting resolutions - Assist with employee onboarding and offboarding access - Maintain IT equipment inventory and coordinate repairs or replacements - Support system updates, upgrades, and IT-related projects Qualifications - Experience in IT support, helpdesk, or systems administration - Strong troubleshooting and problem-solving skills - Experience working with Microsoft products and cloud-based systems - Excellent communication and organizational skills - Ability to manage multiple priorities with strong attention to detail Preferred Qualifications - Experience with ServiceTitan or similar field-service software platforms - Experience with Microsoft products, including the O365 Administrative platform - Knowledge of IT onboarding/offboarding procedures and ticketing systems - Familiarity with basic networking, hardware setup, and software deployments - Experience creating process documentation or training materials Certifications & Licenses - Microsoft certifications preferred - ITIL certification preferred Additional Requirements - Ability to travel up to 25% nationwide Benefits - Medical, Dental & Vision Insurance - 401(k) with 4% company match - PTO, Paid Holidays, and Paid Wellness Time - Pet Insurance - Employee Discounts - Opportunities for professional growth and development

• Engage mid-cycle on mature opportunities. Lead the next phase of architectural discovery and design, once product fit and executive sponsorship are established. • Facilitate technical design workshops. Run multi-day workshops with prospect leadership and engineering. Cover current- and target-state architecture, integration, data flows, identity, security, observability, and cutover. • Produce target-state reference architectures. Deliver reference diagrams, integration patterns, deployment topologies, sequencing plans, and risk registers. Ground each in the prospect’s telephony stack (Genesys, Amazon Connect, Twilio, Avaya) and digital/messaging platforms. • Translate ASAPP’s Agentic AI capabilities into concrete integration patterns. Design how ASAPP plugs in: SIP, WebSocket, call transfers, CCaaS event streams, agent desktop embeds, CRM integration, voice/digital handoff, and AI-to-human transitions. • Prototype to move deals forward. When a technical question is blocking a deal, build a working prototype, custom adapter, or API POC yourself. Move fast rather than wait on engineering. • Develop reusable patterns. Codify field learnings into reference architectures and design guardrails. Make them reusable across the broader SE and partner ecosystem. • Bring the field back to product. Surface architectural patterns, gaps, and opportunities to ASAPP Product and Engineering. • Support customer security review. Partner with ASAPP InfoSec to address enterprise security, privacy, and compliance questions.

We’re looking for a Help Desk Specialist to join our IT team, supporting employees across Lightricks and help them overcome any IT end-related issues they might be having. You’ll be the first point of contact for technical issues, troubleshooting hardware, software, and company systems, while supporting onboarding, off-boarding, and day-to-day IT needs. You’ll also maintain IT equipment and help improve internal support processes, including leveraging tools and automation to work more efficiently. This role is ideal for someone who is organized, proactive, and takes pride in delivering excellent end-user support. You enjoy building strong working relationships, helping others overcome technical challenges, and continuously finding smarter, more efficient ways to solve problems - including using modern tools and AI to improve how work gets done. What you will be doing - Provide day-to-day technical support for employees (hardware, software, and applications) - Troubleshoot and resolve issues related to laptops, peripherals, operating systems, company systems and applications - Manage and prioritize incoming support requests through a ticketing system - Guide and support employees through technical issues in a clear, patient, and professional manner - Set up and maintain user accounts, including password resets, permissions, and access management - Onboard and offboard employees (account setup, equipment provisioning) - Maintain and update internal documentation, user guides, and knowledge base articles Your skills and experience - 1+ year experience in a Help Desk / IT Support role (or equivalent experience) - Hands-on experience troubleshooting hardware, software, and user issues - Experience supporting video conferencing tools (e.g., Zoom, Google Meet) - Familiarity with networking basics (DHCP, DNS, SMB, LDAP, etc.) - Familiarity with AI tools (e.g., ChatGPT, Claude or similar) to improve troubleshooting, automation, and support workflows - Experience with macOS and/or Windows environments - Ability to manage and prioritize multiple support tickets - Strong communication skills with the ability to explain technical issues to non-technical users - High attention to detail and strong organizational skills - Proactive mindset with a willingness to learn and grow - Fluent in English (written and spoken) - Experience with at least one IT service point support platform (FreshService, OTRS, ZenDesk, etc.) - a plus - Extensive knowledge of Mac and experience with iOS - a plus Who we areLightricks is an AI-first company creating next-generation content creation technology for businesses, enterprises, and studios, with a mission to bridge the gap between imagination and creation. At our core is LTX-2, an open-source generative video model built to deliver expressive, high-fidelity video at unmatched speed. It powers both our own products and a growing ecosystem of partners. The company is known globally for pioneering consumer creativity through products like Facetune, one of the world’s most recognized creative brands, which introduced AI-powered visual expression to hundreds of millions of users worldwide. We combine deep research, user-first design, and end-to-end execution - from concept to final render - to bring the future of expression to all. Why join usWe’re here to push the boundaries of what’s possible with AI and video - not for the buzz, but for the craft, the challenge, and the chance to make something genuinely new. We believe in an environment where people are encouraged to think, create and explore. Real impact happens when people are empowered to experiment, evolve, and elevate together. At Lightricks, every breakthrough starts with great people and a collaborative mindset. If you're looking for a place that combines deep tech, creative energy, and zero buzzword culture, you might be in the right place. We got you covered!We empower employees with cutting-edge tools and learning opportunities to grow and succeed through workshops, access and training on platforms, subscriptions, and clear guidelines for responsible AI use. We offer Car-to-go subscriptions and run daily door-to-door shuttles from several locations in central Israel, plus free parking and train-station pickups. We’re proud to have 2 chef-led restaurants on site by the legendary Machneyuda Group (yes, that Machneyuda!), plus a bakery nestled in the heart of our office, filled daily with the scent of fresh pastries.