Sr IT Service Desk Specialist

TL;DR

Sr IT Service Desk Specialist: Provide end-user support for hardware, software, SaaS products, and office infrastructure for San Francisco office and remote US employees with an accent on troubleshooting, incident resolution, and user satisfaction. Focus on managing user lifecycle events, onboarding, documentation, and prioritizing multiple incidents with minimal supervision.

Location: San Francisco office, supporting remote US employees

Salary: $108,000 - $132,000 USD

Company

Gong is a Revenue AI Operating System that unifies data, insights, and workflows to help revenue teams understand customers, automate sales, and close deals.

What you will do

• Troubleshoot hardware/software issues for laptops, peripherals, mobile devices, including login, apps, performance, connectivity.
• Respond to incidents/service requests timely, maintaining user communication and satisfaction.
• Create/maintain documentation and knowledge base.
• Troubleshoot/escalate office issues like A/V, printers, network.
• Support onboarding with hardware deployment and training.
• Manage user access during lifecycle events (pre-hire, onboarding, separation).
• Prioritize tasks and track progress independently.

Requirements

• 3+ years IT support experience
• Proven troubleshooting Windows and macOS
• Proven support for remote workforce
• Excellent communication/interpersonal skills
• Ability to manage/prioritize multiple incidents
• Experience with Okta, Zoom, Slack, Google Workspace user admin
• Basic network troubleshooting

Culture & Benefits

• Medical, dental, vision plans; mental health benefits with therapy/coaching.
• Wellbeing Fund, education/learning stipend, 401(k).
• Flexible vacation, paid parental leave, quarterly recharge days.
• Work from home stipend.