It Support & Service Desk Specialist

TL;DR

IT Support & Service Desk Specialist: Provides hands-on IT support for US users focusing on ITIL-aligned processes and executive-level assistance. Focus on managing macOS, ChromeOS, iOS, Android, Google Workspace apps, and SaaS tools while improving service performance metrics.

Location: Hybrid in New York

Salary: $85,000 to $105,000

Company

Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers.

What you will do

• Contribute to ITIL 4 processes, including incident, request, problem, change, knowledge, and asset/configuration management.
• Administer and enhance the service-desk platform, including workflow tweaks and self-service portal updates.
• Provide hands-on support for macOS, ChromeOS, iOS, Android, and Google Workspace apps.
• Deliver proactive support to executive leadership.
• Maintain hardware & software inventory across laptops, Chromebooks, mobile devices, peripherals, and SaaS subscriptions.
• Coordinate with vendors on LAN/Wi-Fi, ISP, VoIP, and meeting-room A/V for our U.S. office.

Requirements

• 3–5 years of experience in IT support or service-desk roles.
• Working knowledge of ITIL processes and experience using modern ITSM tools.
• Strong troubleshooting skills for macOS, ChromeOS, meeting-room A/V, networking basics, 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.
• Excellent written and verbal communication in English.

Culture & 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 employees.
• Choice of computer (MAC or PC).