IT Specialist
Smartly.io · New York City, New York, US
Role Summary As a Google‑first company, nearly all business applications run on Google Workspace and other SaaS platforms. The IT Support & Service Desk Spec...
Job description
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: - 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 communica...