IT Service Desk Specialist

Gong unlocks reality to help people and companies reach their full potential. The patented Gong Reality Platform™ empowers companies to take advantage of their most valuable assets – customer interactions, which the Gong platform automatically captures and analyzes. Gong then delivers insights at scale, empowering revenue and go-to-market teams to determine the best actions for winning outcomes. Thousands of innovative companies like Morningstar Inc., Paychex, LinkedIn, Shopify, Slack, Sprout Social, Twilio, and Zillow trust Gong to power their customer reality. Gong is an award winning company and was recognized on the Deloitte Technology Fast 500, Forbes Cloud 100, LinkedIn Top Startups, and Great Places to Work lists in 2022.

Gong is looking for an 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. They will take ownership of basic to medium complexity incidents and effectively communicate timely updates with the end user, management, and teammates. This position is an on-site position in San Francisco.

RESPONSIBILITIES

• Troubleshoots hardware and software issues for laptops, peripherals, and mobile devices including login, application, performance, and basic connectivity
• Responds to incidents and service requests in a timely manner
• Maintains excellent communication with users on incident status with a focus on user satisfaction
• Creates and maintains documentation for problems and the knowledge base
• Troubleshoots and escalates office related issues (A/V, printers, network)
• Supports user onboarding by deploying hardware and providing training
• Manages user access to systems during employee lifecycle events (pre-hire, onboarding, separation)
• Prioritizes tasks and tracks progress with minimal supervision and guidance

QUALIFICATIONS

• List.
• 3+ years of experience in IT support
• Proven experience troubleshooting Windows and MacOS
• Proven ability to support remote workforce
• Excellent communication and interpersonal skills
• Ability to manage and prioritize multiple ongoing incidents and requests
• Experience with basic user administration of Okta, Zoom, Slack, and GSuite
• 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.

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.

To review Gong's privacy policy, visit www.gong.io/privacy-policy/ for more details.