Role Description Gong is looking for a Senior 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, taking ownership of basic to medium complexity incidents and communicating timely updates to end users, management, and teammates. - 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. 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.

SIU PIP Investigator remote type Fully Remote locations US - Remote time type Full time job requisition id R29264 At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. Job Description This job is responsible for investigating and analyzing complex Michigan PIP claims that have been referred to the special investigation unit (SIU) for potential fraud. This role typically handles a combination of complex attorney represented and unrepresented claims and moderate to complex losses, in which suspicious activity has been identified. The individual performs a thorough investigation including; (1) conducting background searches, scene investigations, and clinic inspections; (2) taking recorded statements; (3) reviewing and analyzing medical notes, bills, and property damage; and (4) conducting witness interviews and social media searches. The individual conducts surveillance on property and/or creates scene reconstructions on some investigations and reviews whether fraud can be substantiated and supports a lawsuit. The individual provides work guidance and direction to less senior employees and provides mentoring and coaching to the team. The ideal candidate is detail‑oriented, proactive, and adaptable, with the ability to manage multiple priorities in a fast‑paced environment. You bring a strong understanding of PIP regulations, demonstrate sound judgment, and consistently apply a thorough, analytical approach to claim investigations. Experience handling Michigan state PIP claims is highly desirable. Key Responsibilities - Enters SIU claim data information into multiple SIU systems - Reviews investigations with fraud outcomes to validate whether denial is appropriate - Updates files with investigation outcome, and when no fraud or insufficient evidence is found, returns file to MCO for further handling and settlement - Conducts complex online data application searches, research, and evaluation - Conducts complex site inspections, including body shops, medical clinics, loss locations etc. - Conducts thorough investigations of complex that are potentially fraudulent to determine if payment is warranted, including scene investigations and surveillance as needed - Validates that the information provided and obtained through investigation is true and accurate and follows up on all possible leads - Summarizes documents and enters into claim system notes, documenting a claim file with notes, evaluations and decision-making process - Utilizes analytic tools or SIU field intelligence to identify complex claims for investigation and/or for support in the evidence of the fraud and damages - Researches and responds to complex customer communications, concerns, conflicts or issues Supervisory Responsibilities - This job does not have supervisory duties. #LI-AS2 Skills Analytical Thinking, Auto Insurance Claims, Detail-Oriented, Evidence Gathering, Fraud Investigations, Insurance Claims Investigations, Personal Injury Protection Compensation Base compensation offered for this role is: SIU Adjuster Cons I: $60,000.00 - 87,400.00/salary SIU Adjuster Cons II: $62,100.00 - 92,700.00/salary Compensation is based on experience and qualifications. Total compensation for this role may include additional components, such as incentive pay (for example, commission or bonus), if applicable. The candidate(s) offered this position will be required to submit to a background investigation.

• Respond to PDIS-related inquiries received via email • Create and manage tickets in FreshService ITSM for all requests • Provide Tier 1 support, including answering general questions, assisting with login issues, password resets, and navigation • Escalate complex issues to Tier 2 or appropriate technical teams • Maintain accurate documentation of all interactions and resolutions in FreshService

Join the Digital Career Institute & Social Impact School Wir beim Digital Career Institute (DCI) erweitern unser Kursangebot im Bereich IT-Infrastruktur und Anwendersupport. Dafür suchen wir eine erfahrene Fachkraft, die uns bei der Umsetzung eines Curriculums für angehende IT Support Spezialist:innen unterstützt. Deine Aufgaben - Strukturierung eines praxisnahen Lehrplans für IT Support inklusive Hardware, Betriebssystemen (Windows/macOS/Linux) und Troubleshooting-Methodiken - Konzeption und eigenständige Erstellung sämtlicher Unterrichtseinheiten, Lernmaterialien und Lab-Szenarien von Grund auf - Gestaltung und Durchführung interaktiver, ortsunabhängiger und digitaler Unterrichtseinheiten - Konzeption praktischer Übungen zur Installation, Konfiguration und Wartung von Client-Systemen sowie Peripheriegeräten - Schulung grundlegender Konzepte wie TCP/IP, DNS, DHCP sowie Einrichtung von WLAN- und LAN-Umgebungen - Vermittlung von Kenntnissen in Ticket-Systemen, Customer Service Skills und grundlegenden ITIL-Prozessen - Durchführung von Modulen zu Endpoint-Security, Backup-Strategien und Identitätsmanagement (z. B. Active Directory) Deine Skills - Praktische Erfahrung im IT-Support für Hardware sowie Windows, macOS und Linux - Fundierte Netzwerkkenntnisse in den Bereichen TCP/IP, DNS, DHCP sowie WLAN/LAN - Sicherer Umgang mit Client-Systemen, Peripheriegeräten und Ticketing-Workflows - Expertise in Endpoint-Security, Backup-Strategien und Active Directory - Eigenständige Erstellung pädagogisch wertvoller Lehrmaterialien - Erfahrung mit Remote-Schulungen und der verständlichen Vermittlung für Quereinsteiger - Fließendes Deutsch sowie gute Englischkenntnisse und relevante IT-Zertifizierungen Deine Benefits