For over 20 years, Smartsheet has helped people and teams achieve well, anything. From seamless work management to smart, scalable solutions, we ve always worked with flow. We re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we re creating space space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that s magic at work, and it s what we show up for everyday.
The Corporate IT team is seeking a
Tier 1 Security & Desktop Systems Specialist
to manage both foundational cybersecurity defense and comprehensive end-user support. This is a critical hybrid role that serves as the immediate responder for security alerts while providing high-quality, hands-on technical support for employees. We are looking for a flexible, technically proficient individual with a security-first mindset. You Will:
- Provide 1st and 2nd tier support to investigate and resolve technical problems remotely and physically onsite.
- Monitor security events 24/7, triage alerts, and execute predefined incident response playbooks (e.g., endpoint isolation).
- Escalate confirmed security incidents to Tier 2 or the Security Engineering team.
- Provide daily technical support to employees for internal desktop systems, software, and hardware, with a focus on endpoint security posture.
- Monitor the request queue (ticketing system), maintain passwords, data integrity, and file system security for the desktop environment.
- Perform employee onboarding tasks: machine & account setup, IT peripheral desk setup, and lead IT onboarding training.
- Install, configure, and troubleshoot desktop systems, workstations, and laptops (macOS & Windows).
- Communicate technical information clearly to all personnel, regardless of their technical understanding.
- Review existing documentation for areas of improvement and submit knowledge entries to improve first-call resolution.
- Participate in development of information technology and infrastructure projects as assigned.
- Provide data entry and reconciliation of existing databases and spreadsheets for consolidation and validation.
- Maintain shift logs and update incident records.
- Work with other IT Department tasks as assigned.
You Have:
- An associates degree in a related area and at least 2 4 years of experience in IT support, desktop administration, or security operations.
- Dual Platform Knowledge: Strong working knowledge of macOS & Windows as used in a corporate environment.
- Understanding and experience of Active Directory, Group Policy, and the Windows security model; familiarity with identity platforms like OKTA.
- Experience troubleshooting hardware: laptops, desktops, and a variety of mobile devices.
- Experience working with and troubleshooting Google G Suite, Microsoft Office 365, Zoom, Mimecast, and other web-based applications.
- Experience in a desktop support environment working through a ticketing system and direct on-call contact with customers.
- Comprehensive knowledge of IT standard concepts and practices (ITIL & ITSM).
- Demonstrated ability to manage work schedules, project, and task priorities with a strong attention to detail and autonomy.
- Flexible schedule as this job requires extended support hours, occasional night, weekend, and on-call work.
- Desire to work with end-users in a professional manner and communicate clear information to our customers.
- Demonstrated strong fluency in English, both written and verbal, sufficient for effective communication in a professional setting.
Get to Know Us:
At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you re doing work that stretches you, excites you, and connects you to something bigger, that s magic at work. Let s build what s next, together.
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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