IT Specialist

Role Summary As a Google‑first company, nearly all business applications run on GoogleWorkspace 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. Key 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 GoogleWorkspace 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. Security & Compliance Ensure all endpoints are protected (AV, full‑disk encryption, enrolled in MDM). Maintain, configure, and continuously improve Workspace ONE UEM and GoogleEndpoint 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. 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 GoogleWorkspace apps . Proven ability to communicate clearly with executives and deliver white‑glove support. Hands‑on experience with Workspace ONE UEM or GoogleEndpoint 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 & 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) Base pay range for this position is $85,000 to $105,000 per year, plus an annual bonus. Salary is determined based on background, expertise, and experience. Additional benefits include stock options, medical/dental/vision insurance, retirement savings benefits, parental leave, life insurance, disability benefits, and more. Learn more about our benefits (information provided in accordance with applicable law). #J-18808-Ljbffr Smartly