• Serve as the L2 escalation point for complex issues, using root-cause analysis to identify patterns and drive durable resolutions • Ensure minimal downtime through prompt issue resolution and proactive system monitoring • Maintain clear, timely communication with users throughout the support lifecycle • Administer Okta including RBAC policy configuration, group management, and provisioning/deprovisioning workflows • Manage Google Workspace user lifecycle, org unit structure, security configurations, and advanced settings • Administer Kandji (MDM) for macOS fleet management including device enrollment, policy configuration, app deployment, and compliance enforcement • Support RBAC audits, access reviews, and privilege hygiene in alignment with HIPAA and security policy • Manage SaaS application provisioning in coordination with IT leadership and security standards • Support collaboration tools including Slack, Zoom Phone, and Zoho platforms • Support company-wide onboarding and troubleshooting for approved AI platforms and productivity tools • Assist with access administration and license management as AI tool adoption scales • Contribute to AI-assisted automation of IT workflows (e.g., ticket triage, self-service workflows, knowledge base improvements) • Help staff get productive with AI tools through documentation, guidance, and light training support • Support employee onboarding and offboarding processes including device provisioning, account creation/deactivation, and access management in coordination with the L1 support team • Maintain and contribute to onboarding runbooks and documentation • Assist in planning and delivery of IT projects, ensuring alignment with timelines and cross-functional collaboration • Create and maintain knowledge base articles, SOPs, FAQs, and instructional walkthroughs • Interact professionally with external vendors and stakeholders; support vendor onboarding and troubleshooting in coordination with IT leadership • Maintain security measures to protect sensitive data and systems in accordance with HIPAA • Support endpoint protection tools including SentinelOne and email security tools including Proofpoint • Ensure compliance with company policies and industry regulations • Escalate security incidents per established protocols and coordinate with the security team as needed

• Provide technical support for hardware and software issues related to desktops, laptops, and peripherals. • Assist users with troubleshooting and resolving technical problems via phone, email, or in-person. • Maintain and support Windows Server environments, ensuring optimal performance. • Manage DNS configurations and troubleshoot connectivity issues. • Communicate effectively with users to understand their needs and provide timely solutions. • Monitor network performance, including TCP/IP protocols, LAN configurations, and connectivity. • Support macOS systems alongside Windows environments to ensure comprehensive user assistance. • Document all support interactions in the ticketing system for future reference and analysis. • Collaborate with other IT staff to escalate complex issues as necessary.

• Ensure the reliability, scalability, security implementation, and operational readiness of the organization’s infrastructure and user technology environment across a geographically distributed enterprise. • Lead the evolution of infrastructure and operational capabilities to support sustainable growth, new site activation, and acquisition integration. • Partner closely with Security, Systems & Engineering, Data & Analytics, and operating leadership to ensure infrastructure services are standardized, resilient, globally coordinated, performance-driven, and aligned with enterprise governance requirements.

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.