Provide day-to-day technical support for Oportun’s Contact Center and remote employees, including desktops, VDI environments, headsets, and IP telephony systems.
Troubleshoot and resolve issues related to Five9, VDI technologies, VPN, and network connectivity impacting both in-office and remote user productivity.
Support onboarding and offboarding of staff, including device setup, software installation, and account provisioning via Okta, Microsoft 365, and Active Directory.
Manage and resolve incidents via ServiceNow, ensuring timely follow-up and clear communication with end users and IT partners.
Assist in the implementation of new hardware and software across Contact Center and remote environments.
Monitor and analyze recurring issues to identify opportunities for process or technology improvements.
Maintain accurate inventory of IT equipment, peripherals, and licenses; assist with audits and asset management activities.
Collaborate with network, telephony, and infrastructure teams to support technology upgrades, endpoint optimization, and system reliability.
Deliver high-quality customer service, ensuring all interactions are professional, empathetic, and solution-focused.
Document technical solutions and contribute to team knowledge bases for continuous improvement.

1–2 years of experience in IT support, help desk, or technical operations, supporting both Contact Center and remote workforce environments.
Working knowledge of Windows, macOS, and VDI environments.
Familiarity with Five9, IP telephony, or similar call center systems.
Basic understanding of network connectivity, VPN, and troubleshooting techniques.
Experience with Active Directory, Okta, Microsoft 365, and ServiceNow.
Strong organizational, analytical, and problem-solving skills.
Excellent verbal and written communication skills in Spanish and English (B1–B2 level or higher).
Exceptional teamwork and customer service attitude.
Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent practical experience.

IT Support Specialist

Key skills