IT Support & Service Desk Specialist

Role Summary

As a Google‑first company, nearly all business applications run on Google Workspace and other SaaS platforms. The IT Support & Service Desk Specialist will provide hands‑on support for our U.S. users, contribute to ITIL‑aligned processes, and ensure executives (including our CEO) receive white‑glove assistance. You’ll bring a can‑do attitude, excellent communication, and smart problem‑solving to keep our growing operation running smoothly.

Key Responsibilities

1. ITSM Process Improvement
• Contribute to and refine ITIL 4 processes (Incident, Request, Problem, Change, Knowledge, Asset/Configuration).
• Administer and enhance our service‑desk platform (Freshservice, Jira Service Management, or similar), including workflow tweaks and self‑service portal updates.
• Support SLAs/OLAs reporting; suggest improvements via KPIs and CSAT insights.
2. End‑User & VIP Support
• Provide hands‑on support for macOS, ChromeOS, iOS, Android, and Google Workspace apps (Gmail, Calendar, Drive, Meet, Chat, Sheets/Docs/Slides) plus critical SaaS line‑of‑business tools.
• Deliver proactive, white‑glove support to executive leadership, including the CEO, with clear verbal and written communication and rapid resolution.
3. Knowledge & Self‑Service
• Establish and curate a living knowledge base and runbooks that enable first‑call resolution and user self‑help (FAQs, how‑to videos, gcloud scripts)
4. Asset & Configuration Management
• Maintain an accurate hardware & software inventory across laptops, Chromebooks, mobile devices, peripherals, and SaaS subscriptions, in partnership with the Workspace team.

• • Collaborate with the Workspace team to streamline onboarding/offboarding processes and ensure device compliance via MDM and Asset Inventory tool.

1. Security & Compliance
• Ensure all endpoints are protected (AV, full‑disk encryption, enrolled in MDM). 
• Maintain, configure, and continuously improve Workspace ONE UEM and Google Endpoint Management, as well as SaaS‑management tooling (e.g., BetterCloud), to automate provisioning, license governance, and secure off‑boarding.
2. Office Network Support
• Coordinate with vendors on LAN/Wi‑Fi, ISP, VoIP, and meeting‑room A/V for our U.S. office together with the Workspace Team.
• Maintain documentation and escalate complex network issues as needed.
3. Reporting & Continuous Improvement
• Track service‑performance metrics and share improvement ideas with the team.
• Leverage basic scripting or BetterCloud workflows to reduce manual tasks and resolve issues faster.

Must‑Have Qualifications

• 3‑5 years of experience in IT support or service‑desk roles.
• Working knowledge of ITIL processes and experience using modern ITSM tools (Freshservice, Jira Service Management, or similar).
• Strong troubleshooting skills for macOS, ChromeOS, meeting‑room A/V, networking basics (TCP/IP, DNS, DHCP, wifi configuration), and Google Workspace apps.
• Proven ability to communicate clearly with executives and deliver white‑glove support.
• Hands‑on experience with Workspace ONE UEM or Google Endpoint Management and SaaS‑management workflows (BetterCloud preferred).
• A proactive, can‑do attitude with accountability for follow‑through.
• Excellent written and verbal communication in English.

Perks and Benefits...

• Five weeks paid time off (PTO), 11 company-paid holidays, unlimited sick days
• Generous healthcare packages & mental health benefits
• Monthly wellness benefit and learning reimbursement opportunities 
• 401K plus matching & equity grants for all new Smartlies
• Volunteer time off days & company donation matching opportunities 
• Choice of computer (MAC or PC)
• And so much more…

The base pay range for this position is as mentioned below per year, plus annual bonus. We take into consideration an individual’s background, expertise, and experience in determining final salary. In addition to annual salary, Smartly’s total rewards provide employees with stock options, medical/dental/vision insurance, retirement savings benefits, parental leave, 5 weeks vacation, unlimited sick days, life insurance and disability benefits. To learn more visit https://www.smartly.io/careers#our-benefits. This information is provided in accordance with applicable law. Base pay information is based on market location.  Base Salary in USD : $85,000 to $105,000 

Smartly is committed to being a great place for growth-minded individuals to thrive. Explore more in our Culture Handbook!

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