Remote IT Service Desk Specialist - End-User Support

Gongio; Salt Lake City (UT); On-site; USD 73,000 - 89,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

Wellbeing Fund

Mental Health benefits

401(k) program

Education & learning stipend

Flexible vacation

Paid parental leave

Company recharge days

Work from home stipend

Job summary

Gong is seeking an IT Service Desk Specialist to support the Lehi, UT office and remote US employees. You will handle end-user support for hardware, software, and SaaS, owning incidents from response through resolution.

Responsibilities include troubleshooting laptops and devices, maintaining incident updates, and documenting problems while assisting onboarding and access management. Join a collaborative team in a fast-paced environment.

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.

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 escalated 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

3+ years IT support

Windows & macOS troubleshooting

Remote workforce support

Excellent communication

Incident management

Basic network troubleshooting

Tools

Okta

Zoom

Slack

Google Workspace

Job description

Gong is seeking an IT Service Desk Specialist to support the Lehi, UT office and remote US employees. You will handle end-user support for hardware, software, and SaaS, owning incidents from response through resolution.

Responsibilities include troubleshooting laptops and devices, maintaining incident updates, and documenting problems while assisting onboarding and access management. Join a collaborative team in a fast-paced environment.