Enterprise Service Desk Agent

🕒 June 24

🇲🇽 Mexico – Remote

⏰ Full Time

🟢 Junior

✨ Agent

🚫👨‍🎓 No degree required

👻 Ghost score 32%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Oportun

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2006

💼 Consulting

🛡️ Insurance

💳 Fintech

Consulting • Insurance • Fintech

Oportun is a financial technology company that specializes in providing affordable personal loans and savings solutions. They are recognized as Bankrate's #1 app for saving money in 2024. Oportun offers personal loans ranging from $300 to $10,000 for various financial needs such as bills, repairs, and deposits, with quick funding and affordable payments. The company provides a unique app that helps users manage their loans and saves money intelligently. Oportun also focuses on financial education and offers tools like loan calculators and prequalification services, which do not impact credit scores. Although Oportun is not a bank, they ensure deposits are FDIC insured through partner banks.

📋 Description

• Serve as the initial point of contact for IT support via phone, chat, or ServiceNow ticketing system • Troubleshoot and resolve Tier 1 hardware, software, network, and telecommunications issues • Log, categorize, and prioritize incidents and service requests according to the Priority Matrix • Escalate unresolved issues to Tier 2 or Tier 3 teams with documentation and troubleshooting notes • Maintain courteous, timely, and effective communication with end users • Monitor and analyze support requests to identify recurring issues and recommend improvements • Reinforce Service Level Agreements to manage expectations and ensure operational compliance • Perform post-resolution follow-ups to ensure user satisfaction and issue closure • Continuously expand technical and procedural knowledge for evolving IT environments • Support Oportun employees and contractors and contribute to smooth IT operations

🎯 Requirements

• 1–3 years of Help Desk or IT support experience in a fast-paced environment • Excellent problem-solving, analytical, and customer service skills • Strong written and verbal communication abilities; able to remain calm and professional under pressure • Working knowledge of Windows OS, macOS, and mobile device platforms (iOS and Android) • Familiarity with ITIL/COBIT/SDaaS principles • Experience with ticketing and incident management tools, preferably ServiceNow • Basic understanding of Active Directory, Exchange, network connectivity (VPN), and common desktop applications • Availability to work rotating shifts as needed • Bilingual proficiency in English and Spanish • Preferred: experience administering OKTA, Microsoft Exchange, Azure, and Active Directory • Preferred: experience with ServiceNow, Five9, and Apple MAC systems • Preferred: foundational understanding of cloud-based authentication and identity management • Preferred: ITIL Foundation certification or equivalent

🏖️ Benefits

• Diverse, equitable, and inclusive culture • Employee resource groups • Equal opportunity employment