Enterprise Service Desk Agent

Enterprise Service Desk Agent

Remote - Leon Guanajuato

About Oportun

Oportun is a mission-driven financial services company that puts its members' financial goals within reach. With intelligent borrowing, savings, and budgeting capabilities, Oportun empowers members with the confidence to build a better financial future. Since inception, Oportun has provided more than $21.3 billion in responsible and affordable credit, saved its members more than $2.5 billion in interest and fees, and helped its members set aside an average of more than $1,800 annually.

Working At Oportun

Working at Oportun means enjoying a differentiated experience of being part of a team that fosters a diverse, equitable and inclusive culture where we all feel a sense of belonging and are encouraged to share our perspectives. This inclusive culture is directly connected to our organization's performance and ability to fulfill our mission of delivering affordable credit to those left out of the financial mainstream. We celebrate and nurture our inclusive culture through our employee resource groups.

Position Overview

The IT Service Desk Agent serves as the first point of contact for internal users requiring technical support. This role ensures that all incidents, requests, and inquiries are handled efficiently, courteously, and in alignment with Oportun's IT service standards. The Agent leverages knowledge base resources, troubleshooting tools, and collaboration with tier 2 and 3 teams to ensure timely resolution and minimal disruption to end users. This position directly supports Oportun employees and contractors, helping maintain smooth IT operations and contributing to the organization's mission of delivering exceptional service and operational excellence.

What You'll Do

• 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.

Who You Are / What You Bring

• 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 Qualifications

• Experience with administration of OKTA, Microsoft Exchange, Azure, and Active Directory.
• Experience with ServiceNow, Five9, and Apple MAC systems.
• Foundational understanding of cloud-based authentication and identity management.
• ITIL Foundation certification or equivalent.

We are proud to be an Equal Opportunity Employer and consider all qualified applicants for employment opportunities without regard to race, age, color, religion, gender, national origin, disability, sexual orientation, veteran status or any other category protected by the laws or regulations in the locations where we operate.