IT Support & Service Desk Specialist

As a Google‑first company, nearly all business applications run on Google Workspace and other SaaS platforms. The ITSupport &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.

• ITSM Process Improvement
• Contribute to and refine ITIL 4 processes (Incident, Request, Problem, Change, Knowledge, Asset/Configuration).
• Administer and enhance our service‑desk platform (Fresh service, Jira Service Management, or similar), including workflow tweaks and self‑service portal updates.
• Support SLAs/OLAs reporting; suggest improvements via KPIs and CSAT insights.
• Provide hands‑on support for macOS, Chrome
  
  OS, 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.
• Establish and curate a living knowledge base and runbooks that enable first‑call resolution and user self‑help (FAQs, how‑to videos, gcloud scripts)
• 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.
• 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.,
  Better Cloud
  ), to automate provisioning, license governance, and secure off‑boarding.
• 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 elevate complex network issues as needed.
• Track service‑performance metrics and share improvement ideas with the team.
• Leverage basic scripting or Better Cloud 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 (Fresh service, Jira Service Management, or similar).
• Strong troubleshooting skills for macOS, Chrome
  
  OS, 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 (Better Cloud preferred).
• A proactive, can‑do attitude with accountability for follow‑through.

• 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://(Use the "Apply for this Job" box below). This information is provided in accordance with applicable law. Base Salary in USD : $85,000 to $105,000

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