Sr IT Service Desk Specialist

Gong.io•San Francisco, CA

1d•Hybrid

About The Position

Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io. At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career. Gong is looking for a Senior IT Service Desk Specialist to support our San Francisco office and remote US employees. The Specialist is responsible for providing end-user support for hardware, software, and SaaS products from initial response through resolution, taking ownership of basic to medium complexity incidents and communicating timely updates to end users, management, and teammates.

Requirements

3+ years of experience in IT support.
Proven experience troubleshooting Windows and macOS.
Proven ability to support a remote workforce.
Excellent communication and interpersonal skills.
Ability to manage and prioritize multiple incidents and requests.
Experience with basic user administration of Okta, Zoom, Slack, and Google Workspace.
Basic knowledge of network troubleshooting techniques

Responsibilities

Troubleshoot hardware and software issues for laptops, peripherals, and mobile devices, including login, application, performance, and basic connectivity.
Respond to incidents and service requests in a timely manner.
Maintain excellent communication with users on incident status, with a focus on user satisfaction.
Create and maintain documentation for problems and the knowledge base.
Troubleshoot and escalate office-related issues (A/V, printers, network).
Support user onboarding by deploying hardware and providing training.
Manage user access to systems during employee lifecycle events (pre-hire, onboarding, separation).
Prioritize tasks and track progress with minimal supervision and guidance