Enterprise Service Desk Agent (R14080)

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.

RESPONSIBILITIES

• 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 as needed.