IT Support & Service Desk Specialist at Smartlyio

📋 Description

• Provide hands-on IT support for US users including the CEO, with white-glove service.
• Improve ITIL 4 processes (Incident, Request, Problem, Change, Knowledge, Asset).
• Administer and enhance service-desk tools (Freshservice, Jira) and self-service portal.
• Support SLA/OLA reporting; propose KPI and CSAT improvements.
• VIP support for macOS, ChromeOS, iOS, Android, and Google Workspace.
• Build knowledge base and runbooks for first-call resolution.

🎯 Requirements

• 3-5 years in IT support or service-desk roles.
• Knowledge of ITIL; experience with ITSM tools (Freshservice, Jira Service Management).
• Troubleshoot macOS, ChromeOS, A/V, and basic networking.
• Proven ability to communicate with executives and deliver white-glove support.
• Hands-on with Workspace ONE UEM or Google Endpoint Management and BetterCloud.
• Proactive, can-do attitude with accountability; excellent English communication.

🎁 Benefits

• Five weeks PTO, 11 holidays, unlimited sick days.
• Generous healthcare packages and mental health benefits.
• Monthly wellness benefit and learning reimbursements.
• 401K with matching and equity grants.
• Volunteer time off and company donation matching.
• Choice of Mac or PC computer.