Help Desk

Kaltura; New York (NY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid, flexible work environment

Extended private health insurance

Personal and professional development

Occasional cross-company long weekends

Job summary

Kaltura, a global video technology leader, seeks a Helpdesk Technician to join its IT Operations team as a replacement for a departing member. You will be the primary contact for technical issues impacting a global workforce, supporting Windows and macOS, device provisioning, and security/compliance policies.

Ideal candidates bring 2+ years of hands-on IT support, strong customer service, and the ability to collaborate across IT Operations, Security, HR, Facilities, and R&D.

Qualifications

• 2+ years of hands-on technical support in a corporate IT environment.
• Strong troubleshooting across hardware, software, and network issues.
• Experience with MDM tools, preferably Microsoft Intune.
• Familiarity with identity and access management platforms such as Okta and Active Directory.
• Excellent customer service with ability to explain technical concepts to non-technical users.
• Ability to thrive in a fast-paced, dynamic environment.

Responsibilities

• Serve as first point of contact for IT support via phone, email, chat, and ticketing systems.
• Diagnose and resolve hardware, software, network, and application issues in a timely manner.
• Provide expert support for Windows and macOS environments, including hardware troubleshooting.
• Escalate complex issues to appropriate IT teams while owning resolution.
• Manage end-to-end onboarding: device setup, account provisioning, and access management.
• Coordinate with HR and department managers to ensure smooth transitions.
• Administer company devices using Microsoft Intune, ensuring compliance and security policies.
• Handle user identity and access management through Okta and Active Directory.
• Provide onsite support for office technologies including Crestron conference rooms, printers, and AV equipment.
• Create and maintain IT documentation, procedures, and knowledge base articles.
• Identify opportunities to improve helpdesk workflows and self-service capabilities.

Skills

Customer service

Communication skills

Teamwork

Organizational skills

Independent work

Tools

Microsoft Intune

Okta

Active Directory

Mobile Device Management

Crestron

Job description

This is us

Kaltura's (NYSE:KLTR) mission is to power any video experience for any organization -- live, on-demand, or real-time. We not only want to make using video simpler, but we also want to better people's lives through video. Founded in 2006, Kaltura is now a global leader in the video market with millions of people using our products daily to teach, learn, watch, connect, and collaborate. Among our customers, you'll find more than 1000 global, well-known organizations.

15+ years since starting the company, we continue to foster a diverse and collaborative work environment where everyone gets a say. Our team is currently 700+ people, and we're still growing. We have offices in New York, London, Singapore, and Tel Aviv, but our technology is all in the cloud.

Kaltura has a fast-paced environment where initiative is always encouraged. Together with our hybrid work model and flexible state of mind, you get the right conditions for creative juices to flow freely. Thanks to our long line of products, cultivation of rich collaborative culture and care for each Kalturian, you'll never run out of room to grow and evolve.

If you don't meet 100% of the requirements below - that's okay, nobody's perfect! We believe in hiring people, not just a list of skills. We encourage you to apply if you think this is a role that would make you excited about coming to work every day.

The role:

We are seeking a skilled Helpdesk Technician to join our IT Operations team as a replacement for our departing senior helpdesk team member. This role is critical to maintaining seamless IT support across the organization and will serve as the primary point of contact for technical issues affecting our global workforce.

The ideal candidate will bring strong technical expertise, excellent customer service skills, and the ability to work independently while collaborating with cross-functional teams including IT Operations, Security, HR, Facilities, and R&D.

Key Responsibilities

Technical Support & Troubleshooting

• Serve as first point of contact for IT support via phone, email, chat, and ticketing systems
• Diagnose and resolve hardware, software, network, and application issues in a timely manner
• Provide expert support for both Windows and macOS environments, including hardware troubleshooting
• Escalate complex issues to appropriate IT teams while maintaining ownership through resolution

Employee Lifecycle Management

• Manage end-to-end onboarding: device setup, account provisioning, and access management
• Execute offboarding procedures including device collection, account deactivation, and access revocation
• Coordinate with HR and department managers to ensure smooth transitions

Device & Identity Management

• Administer company devices using Microsoft Intune (MDM), ensuring compliance and security policies
• Manage device lifecycle from procurement through retirement
• Handle user identity and access management through Okta and Active Directory
• Maintain accurate IT asset inventory and tracking

Office Technology & Event Support

• Provide onsite support for office technologies including Crestron conference rooms, printers, and AV equipment
• Support internal company events ensuring all technical components function smoothly
• Troubleshoot and maintain conference room equipment and collaboration tools

Documentation & Continuous Improvement

• Create and maintain IT documentation, procedures, and knowledge base articles
• Identify opportunities to improve helpdesk workflows and self-service capabilities
• Document recurring issues and contribute to preventive solutions

Ideally, we're looking for:

• 2+ years of experience providing hands‑on technical support in a corporate IT environment
• Strong expertise supporting both Windows and macOS platforms
• Proven troubleshooting abilities across hardware, software, and network issues
• Experience with Mobile Device Management (MDM) tools, preferably Microsoft Intune
• Familiarity with identity and access management platforms such as Okta and Active Directory
• Excellent customer service skills with the ability to communicate technical concepts to non-technical users
• Ability to work effectively in a fast-paced, dynamic environment
• Strong organizational skills and attention to detail
• Team player with ability to collaborate across departments
• Experience supporting company digital events such as all-hands meetings, town halls, and large-scale company gatherings

Preferred Qualifications

• Experience supporting corporate events (AV systems, streaming equipment, conference technology)
• Hands‑on experience with Crestron or similar office digital equipment
• Track record of improving helpdesk workflows, documentation, or implementing self-service solutions
• Experience in a SaaS or technology company environment
• Relevant IT certifications (CompTIA A+, Microsoft 365, ITIL, etc.)

The perks:

1. Hybrid, flexible work environment
2. Extended private health (including mental) insurance
3. Personal and professional development programs
4. Occasional Cross company long weekends