Enterprise Service Desk Agent

🕒 June 24

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

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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 ticketing system (ServiceNow). • Troubleshoot and resolve Tier 1 issues related to hardware, software, network, and telecommunications systems. • Accurately log, categorize, and prioritize incidents and service requests according to the established Priority Matrix. • Escalate unresolved issues to Tier 2 or Tier 3 support teams with proper documentation and detailed troubleshooting notes. • Maintain high customer service standards by ensuring courteous, timely, and effective communication with end users. • Monitor and analyze support requests to identify recurring issues and recommend process or system improvements. • Reinforce SLAs (Service Level Agreements) to manage end-user expectations and ensure operational compliance. • Perform post-resolution follow-ups to ensure user satisfaction and issue closure. • Continuously expand technical and procedural knowledge to support evolving IT environments.

🎯 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.

🏖️ Benefits

• Health insurance • Professional development opportunities