✦ Luna Orbit — IT Support & Helpdesk

Sr IT Service Desk Specialist

at Gong

📍 New York City Onsite Posted March 12, 2026
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Position Details

Type Full-Time
Experience mid
Exp. Years 3+ years
Education Not specified
Category IT Support & Helpdesk

About this role

This role provides end-user support for hardware, software, and SaaS products, troubleshooting issues, and supporting onboarding for a SaaS company's New York office and remote employees.

Key Responsibilities

  • Troubleshoot hardware/software issues
  • Respond to incidents
  • Support remote workforce
  • Create documentation
  • Manage user access

Technical Overview

Technical scope includes troubleshooting Windows and macOS systems, supporting SaaS tools like Okta, Zoom, Slack, Google Workspace, and managing incident resolution.

Ideal Candidate

The ideal candidate is a mid-level IT support specialist with at least 3 years of experience troubleshooting Windows and macOS systems. They are skilled in supporting SaaS applications, managing incidents, and supporting remote users with excellent communication skills.

Must-Have Skills

3+ years of IT support experiencetroubleshooting Windows and macOSsupporting remote workforcesupporting SaaS productssupporting user onboarding

Nice-to-Have Skills

experience with OktaZoomSlackGoogle Workspacenetwork troubleshooting

Tools & Platforms

OktaZoomSlackGoogle Workspace

Required Skills

WindowsmacOShardware troubleshootingsoftware troubleshootingSaaSincident managementnetwork troubleshootingOktaZoomSlackGoogle Workspace

Hard Skills

WindowsmacOShardware troubleshootingsoftware troubleshootingSaaSuser supportincident managementnetwork troubleshootingOktaZoomSlackGoogle Workspace

Soft Skills

communicationinterpersonal skillsproblem-solvingprioritizationcustomer service

Industry & Role

Industry SaaS
Job Function IT support and helpdesk for SaaS company

Keywords for Your Resume

IT SupportHelpdeskWindowsmacOShardware troubleshootingsoftware troubleshootingSaaSincident managementnetwork troubleshootingOktaZoomSlackGoogle Workspaceremote supportuser onboardingtroubleshooting

Deal Breakers

Less than 3 years of IT support experience, Lack of experience with Windows or macOS, No experience supporting remote teams

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