Enterprise Service Desk Agent

About the role

This position is the primary point of contact for internal technical assistance. You will ensure that all user issues and requests are addressed promptly and professionally, maintaining IT service standards. Your work will directly support employees, contributing to efficient IT operations and the company's mission.

Key facts

What you'll do

• Respond to technical support needs through phone, chat, and the ticketing system.
• Diagnose and resolve basic technical problems with hardware, software, networks, and communication systems.
• Document, classify, and prioritize incoming issues and requests according to defined guidelines.
• Escalate complex problems to higher support tiers with thorough notes.
• Maintain excellent communication and service quality with all users.
• Identify trends in support requests to suggest improvements to systems and processes.
• Adhere to service level agreements to manage user expectations.
• Follow up with users after resolution to confirm satisfaction.
• Continuously learn and update technical knowledge.

Requirements

• 1 to 3 years of experience in a help desk or IT support role.
• Strong analytical and customer service abilities.
• Effective verbal and written communication skills, with the ability to stay calm under pressure.
• Familiarity with Windows OS, macOS, and mobile operating systems (iOS, Android).
• Understanding of ITIL or COBIT principles.
• Experience with incident management software, preferably ServiceNow.
• Basic knowledge of Active Directory, Exchange, VPNs, and common desktop software.
• Ability to work varied shifts.
• Fluency in both English and Spanish.

Nice to have

• Experience with OKTA, Microsoft Exchange, Azure, and Active Directory administration.
• Experience with Five9 and Apple MAC systems.
• Basic understanding of cloud identity and access management.
• ITIL Foundation certification.

Skills & tools

• ServiceNow
• Windows OS
• macOS
• iOS
• Android
• Active Directory
• Microsoft Exchange
• Azure
• OKTA
• VPN
• ITIL
• COBIT

Practical notes

Oportun is an Equal Opportunity Employer. California applicants can find the CCPA Notice at https://oportun.com/privacy/california-privacy-notice/. Oportun will not request personal financial information before hiring and does not charge pre-employment fees.