Description
Gong is looking for an IT Service Desk Specialist to support their Lehi, UT office and remote US employees.
The Specialist will be 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.
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.
Qualifications:
- 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.
Perks & Benefits:
- Medical, dental, and vision plans.
- Wellbeing Fund - flexible wellness stipend.
- Mental Health benefits with covered therapy and coaching.
- 401(k) program.
- Education & learning stipend.
- Flexible vacation time.
- Paid parental leave.
- Company-wide recharge days each quarter.
- Work from home stipend.
The annual salary hiring range for this position is $73,000 - $89,000 USD.