Smartsheet

Tier 1 Security, Desktop Systems Specialist

Smartsheet

full-time

Posted on:

Location Type: Hybrid

Location: Bangalore • India

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Tech Stack

ITSMMacOS

About the role

  • 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.

Requirements

  • An associate's 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.
Benefits
  • Equal Employment Opportunities
  • Inclusive Environment
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
desktop supportendpoint securityActive DirectoryGroup PolicyWindows security modeltroubleshootingdata entryITILITSMmacOS
Soft Skills
communicationattention to detailautonomyflexibilitycustomer serviceproblem-solvingtime managementteam collaborationtrainingdocumentation
Certifications
associate's degree in IT