At Podium, our mission is to help local businesses win. Our lead conversion platform, powered by AI and integrations, helps local businesses convert leads faster, communicate easier, and make more sales. Every day, thousands of local businesses utilize our review management, communication, marketing, and payments products.
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| IT Service Desk Technician - Contractor |
Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000, and Fast Company’s World’s Most Innovative Companies.
At Podium, we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission, Podium will be a great place for you!
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
General terms of contract fulfillmentTerminations 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
Intermediate knowledge of Windows 10 and or 11 and built-in applications
Fundamental knowledge of iOS Mobile devices and 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: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)
