Gong unlocks reality to help people and companies reach their full potential. The patented Gong Revenue Intelligence Platform? empowers customer-facing teams 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, SproutSocial, Twilio, and Zillow trust Gong to power their customer reality. Gong is an award winning company and was recognized on the Inc 5000 (#99), Forbes Cloud 100 (#28), LinkedIn Top Start Ups (#2), and Great Places to Work lists in 2021.

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

Requirements

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

100% paid coverage of medical, dental and vision insurance for employees
401K 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, or any other basis protected by law.

Summary
Company name: Gong
Remote job title: IT Service Desk Specialist
Job tags: Troubleshooting, Okta, Technical Support