IT Support & Service Desk Specialist

Smartly•New York, NY

5d•$85,000 - $105,000

About The Position

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.

Requirements

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.

Responsibilities

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.
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.
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)
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., BetterCloud), 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 escalate complex network issues as needed.
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.