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. With more than 5,000 companies worldwide relying on Gong, the company is built on innovative products, ambitious goals, and a collaborative culture that values transparency, trust, and impact.

The IT Service Desk Specialist will support Gong’s Lehi, UT office and remote US employees, providing end‑user support for hardware, software, and SaaS products from initial response through resolution. The role involves ownership of basic to medium‑complexity incidents and clear communication with 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, focusing 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

• Medical, dental, and vision plans.
• Wellbeing Fund – flexible wellness stipend.
• Mental health benefits with covered therapy and coaching.
• 401(k) program.
• Education & learning stipend for personal growth.
• Flexible vacation time.
• Paid parental leave.
• Company‑wide recharge days each quarter.
• Work‑from‑home stipend.

Pay

The annual salary hiring range for this position is $73,000 – $89,000 USD. Compensation is based on factors unique to each candidate, including job‑related skills, qualifications, education, experience, and location. Gong uses a location‑based compensation structure, so ranges may differ for candidates in other locations. Total compensation may also include incentive compensation, bonus, equity, and benefits.