Gong is looking for a Senior IT Service Desk Specialist to support our New York office and remote US employees. You will be responsible for providing end-user support for hardware, software, and SaaS products, taking ownership of basic to medium complexity incidents from initial response through resolution.

What You'll Do

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 for A/V, printers, and network.
Support user onboarding by deploying hardware and providing training.
Manage user access to systems during employee lifecycle events including pre-hire, onboarding, and separation.
Prioritize tasks and track progress with minimal supervision and guidance.

What We're Looking For

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.

Technical Stack

Windows
macOS
Okta
Zoom
Slack
Google Workspace

Benefits & Compensation

Compensation: $110,000 - $132,000 USD
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.

Work Mode

This is a hybrid position based in New York, US.

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.