The Technology Service Desk serves as the single point of contact for employee IT support needs. This team focuses on providing extraordinary customer service with a focus on ensuring the success of Podium employees all across the organization. The Service Desk Technician will provide support of internal systems, hardware and applications while coordinating with internal support teams to minimize disruptions to business operations. The ideal candidate embodies Podium’s values to be a founder, avoid drama, and enjoy the ride!

What you will be doing:
Provide front line technical support to Podium employees and contractors via calls, chat, email, and remote support.

• Process Termination tickets.
• Utilize technical skills, historical records, knowledge articles, and tools to diagnose, prioritize and solve issues.
• Perform analysis and triage of technology issues including data collection and ticket routing to Tier 2 support teams.
• Fulfill Service Requests in accordance with established guidelines and Service Level Agreements.
• Keeps ownership of incidents, ensuring timely entry, updating, and closure of all tickets and issues.
• Communicate directly and effectively with a large and diverse audience.
• Clearly document issue and work done.
• Collaborate regularly with the technology teams to resolve technical issues and continually improve the technology experience for all our employees.
• Ensure compliance with established security policies to protect and control company systems and data.
• Know the latest technology trends and developments to provide creative and efficient solutions.
• Experience dealing with local vendors to assist with purchasing and ordering.

General terms of contract fulfillment

• Terminations Processed
• Ticket Resolution + Case Volume
• Customer Satisfaction Rating
• On Time delivery of new hire equipment

What you should have:

• Must speak english fluently.
• Intermediate knowledge of MacOS and built-in applications.
• Experience supporting email and cloud systems via phone and chat.
• Experience with Single Sign-On systems.
• Foundational understanding of cyber security fundamentals.
• Basic understanding of conferencing audio/visual solutions and VOIP technologies.
• A desire to learn new technologies and grow their technical skill set.
• Ability to work independently, analyze problems, and make decisions with minimal management intervention.
• Strong analytical skills with the ability to anticipate potential obstacles and develop contingency plans.

What we hope you have:

• Intermediate knowledge of Windows 10 and or 11 and built-in applications
• Fundamental knowledge of iOS Mobile devices and applications
• A+ Certification is a plus
• Degree in Information Technology a plus

What you should know:

• Must be available to provide the services within U.S. business hours, typically covering Mountain Time Zone hours. (Availability will be determined and confirmed when the contract is awarded)