IT Service Desk Specialist

Gong.io; Salt Lake City (UT); Hybrid; USD 73,000 - 89,000; Full time

Benefits offered by this job

Medical, dental, vision plans

Wellbeing stipend

Mental Health benefits

401(k) program

Education & learning stipend

Flexible vacation time

Parental leave

Quarterly recharge days

Work from home stipend

Job summary

Gong is seeking an IT Service Desk Specialist to support our Lehi, UT office and remote US employees. You will handle end-user hardware, software, and SaaS issues from initial response to resolution, owning incidents of increasing complexity and communicating updates to users and teams.

Responsibilities include troubleshooting laptops, peripherals, and mobile devices; responding to incidents; maintaining clear incident status; creating knowledge base documentation; onboarding and training new

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.

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 escale 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

Skills

IT support

Windows

macOS

Remote work

Communication

Incident management

Okta

Zoom

Slack

Google Workspace

Network troubleshooting

Tools

Okta

Zoom

Slack

Google Workspace

Job description

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 an IT Service Desk Specialist to support our Lehi, UT 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.

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 escale 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

• We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• 401(k) program to help you invest in your future.
• Education & learning stipend for personal growth and development.
• Flexible vacation time to promote a healthy work-life blend.
• Paid parental leave to support you and your family.
• Company-wide recharge days each quarter.
• Work from home stipend to help you succeed in a remote environment.

The annual salary hiring range for this position is $73,000 - $89,000 USD.

Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets.

We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.

Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.

As set forth in Gong.io’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.