The Trade Desk
Business Development GM (Holdco)
New York, New York, United States•19 days ago
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business developmentsalesagency
Other39 days agoHybrid
Smartly
IT Specialist
IT supportITILITSMFreshserviceJira Service ManagementGoogle WorkspacemacOSChromeOSWorkspace ONE UEMGoogle Endpoint ManagementBetterCloudMDMnetworkingA/V supportservice deskexecutive supportknowledge baseasset management
Key details
Salary
Not specified
Employment type
Full-time
Seniority
Mid-level
Years experience
3-5
Location
New York, New York, United States
Full job description
The IT Support & Service Desk Specialist will provide hands-on IT support for U.S. users, focusing on Google Workspace and SaaS platforms. Responsibilities include refining ITIL 4 processes, administering service-desk platforms (Freshservice, Jira Service Management), supporting SLAs/OLAs reporting, and delivering white-glove support to executives including the CEO. The role involves maintaining hardware/software inventory, collaborating on onboarding/offboarding, ensuring endpoint security with Workspace ONE UEM and Google Endpoint Management, coordinating office network support, and improving service performance through scripting and workflow automation. Candidates must have 3-5 years of IT support experience, knowledge of ITIL and ITSM tools, strong troubleshooting skills for macOS, ChromeOS, networking basics, and Google Workspace apps, plus excellent communication skills. Benefits include five weeks PTO, healthcare, 401K matching, equity grants, wellness benefits, and choice of computer. Salary range is $85,000 to $105,000 per year.
What you'll do
- Contribute to and refine ITIL 4 processes (Incident, Request, Problem, Change, Knowledge, Asset/Configuration)
- Administer and enhance 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
- Provide hands-on support for macOS, ChromeOS, iOS, Android, and Google Workspace apps plus critical SaaS line-of-business tools
- Deliver proactive, white-glove support to executive leadership, including the CEO
- Establish and curate a living knowledge base and runbooks for first-call resolution and user self-help
- Maintain accurate hardware & software inventory across devices and SaaS subscriptions
- Collaborate with Workspace team to streamline onboarding/offboarding and ensure device compliance via MDM and Asset Inventory tool
- Ensure all endpoints are protected (AV, full-disk encryption, enrolled in MDM)
- Maintain, configure, and improve Workspace ONE UEM, Google Endpoint Management, and SaaS-management tooling (BetterCloud)
- Coordinate with vendors on LAN/Wi-Fi, ISP, VoIP, and meeting-room A/V for U.S. office
- Maintain documentation and escalate complex network issues as needed
- Track service-performance metrics and share improvement ideas
- Leverage basic scripting or BetterCloud workflows to reduce manual tasks and resolve issues faster
Requirements
- 3-5 years of experience in IT support or service-desk roles
- Working knowledge of ITIL processes
- 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
Tech stack
Google WorkspacemacOSChromeOSiOSAndroidFreshserviceJira Service ManagementWorkspace ONE UEMGoogle Endpoint ManagementBetterCloudMDMTCP/IPDNSDHCPWi-Fi
Benefits
Five weeks paid time off (PTO), 11 company-paid holidays, unlimited sick daysGenerous healthcare packages & mental health benefitsMonthly wellness benefit and learning reimbursement opportunities401K plus matching & equity grantsVolunteer time off days & company donation matching opportunitiesChoice of computer (MAC or PC)
Apply now
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