Sr IT Service Desk Specialist

Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io.

At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career.

Gong is looking for a Senior IT Service Desk Specialist to support our New York 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, taking ownership of basic to medium complexity incidents and communicating timely updates to end users, management, and teammates.

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 escalate 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

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

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.

The annual salary hiring range for this position is $110,000 - $132,000 USD. 

Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets. 

We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

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 https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.