IT Service Desk Specialist
Core
Provide end-user support for hardware, software, and SaaS products, handling basic to medium complexity incidents for a hybrid workforce.
Role type
IT Service Desk Specialist
Builds
Stable IT environment for revenue teams using Gong's AI platform
Domain
Enterprise IT Support / SaaS Infrastructure
Deliverable
client delivery
Required skills
Hardware troubleshooting, Windows/macOS support, Remote workforce management, User administration (Okta, Zoom, Slack, Google Workspace), Network troubleshooting basics, Incident prioritization
Preferred skills
Experience with A/V and printer troubleshooting, User onboarding and training
Technologies
Windows, macOS, Okta, Zoom, Slack, Google Workspace
Responsibilities
Troubleshoot hardware/software issues for laptops, peripherals, and mobile devices; Respond to incidents and service requests; Maintain communication with users on incident status; 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
Seniority
Mid-level, hands-on IC