Desktop Systems Specialist II

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.

Smartsheet is looking for a Desktop Systems Specialist to join an already established Corporate IT team to provide the highest quality support to both our onsite and remote employees in a professional environment. We're looking for a self-motivated, and service-oriented person who can make an immediate, positive impact. You will also collaborate & help implement new IT services.

You will report to our Service Desk Manager based at our headquarters in Boston, MA, and will work from our London, UK office.

You Will:

• Act as the primary point of contact and IT site lead for IT-related matters in the London office, communicating with management and other departments.
• Provide 2nd Tier support to investigate and resolve technical problems remotely and physically onsite across the Smartsheet London region.
• Conduct training programs designed to educate an organization's computer users about basic and specialized applications, leads new starter onboarding.
• Monitor & Maintain the request queue, SLA’s and provide direct support to users regarding their issues or escalate as needed.
• Provide daily technical support to employees for internal desktop systems software and hardware.
• Deploy, configure, and troubleshoot end-user computing devices, including desktops, workstations, and laptops.
• Maintain passwords, data integrity and file system security for the desktop environment.
• Communicate technical information to all kinds of personnel with varying understanding of technology.
• Lead IT New Hire Onboarding sessions on-site or virtually.
• Recommend hardware and software solutions, including new acquisitions and upgrades.
• May participate in development of information technology and infrastructure projects.
• Review, submit & correct existing documentation for areas of improvement and to allow greater first call resolution.
• Provide data entry and reconciliation of existing databases and spreadsheets (can maintain complex spreadsheets) for consolidation and validation.
• Maintain IT department Inventory & Supplies - Organize supplies, purchase and recommend improvements to existing IT infrastructure.
• Have an understanding of Asset Management fundamentals.
• Responsible for onsite hardware asset management across London & EMEA offices.
• Other tasks as assigned.

You Have:

• Demonstrated commitment to providing exceptional customer service and support to all employees.
• Desire to provide excellent, white glove customer service to all employees.
• Ability to communicate clear and concise information to employees and executives of varying technology understanding.
• Knowledge and understanding of MacOS & Windows, as used in a corporate environment.
• Understanding and experience of Active Directory, group policy and the Windows security model.
• Experience troubleshooting hardware: laptops, desktops and a variety of mobile devices.
• Demonstrated ability to manage work schedules, project and task priorities with a strong attention to detail and autonomy.
• Experience maintaining and administrating conference A/V systems (Cisco, Logitech, Zoom Rooms).
• Experience in a desktop support environment working through a ticketing system and direct on-call contact with customers.
• Experience working with and troubleshooting Google Gsuite, Microsoft Office 365, Zoom, and other web-based applications.
• Prefer an associate's degree in a related area and at least 4 years of experience in the field or in a related area.
• Comprehensive knowledge of IT standard concepts and practices (ITIL & ITSM).
• A wide degree of creativity, latitude and autonomy.
• Flexible schedule as this job requires extended support hours, occasional night, weekend and on-call work.

Employer-paid Benefits:

• Private Medical and Dental, additional cost for family members.
• Monthly contributions toward your pension.
• Monthly stipend to support your work and productivity.
• 25 days paid for Holiday + Bank Holidays + Flexible Time Away Program.
• 20 weeks fully paid Maternity Leave.
• 12 weeks fully paid Paternity/Adoption Leave.
• Personal paid Volunteer Day to support our community.
• Opportunities for professional growth and development including access to Udemy online courses.
• Company Funded Perks including a counseling membership, salary sacrifice options, and your own personal Smartsheet account.

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.