Remote IT Service Desk Specialist | Windows/macOS Support

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 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