IT Support Specialist

Responsibilities

• 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.

Requirements

• Required Qualifications
• 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.
• Experience supporting Contact Center or remote workforce technology environments in a financial or regulated industry.
• Familiarity with mobile device management (MDM) platforms such as Intune, Tanium, or Jamf.
• Knowledge of telephony monitoring and diagnostic tools.
• CompTIA A+ or equivalent technical certification.
• Strong desire to grow into more advanced IT support or infrastructure roles.
• California applicants can find a copy of Oportun's CCPA Notice here: https://oportun.com/privacy/california-privacy-notice/ .
• We will never request personal identifiable information (bank, credit card, etc.) before you are hired. We do not charge you

Benefits

Additional Information

ABOUT OPORTUN Oportun (Nasdaq: OPRT) 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 We are looking for a motivated, customer-focused, and technically skilled IT Support Specialist I to join Oportun's End User Services (EUS) team in León, MX. This role provides first-line technical support for Oportun's Contact Center and remote workforce operations, ensuring the availability and performance of desktops, headsets, VDI environments, telephony systems (Five9), and other mission-critical technologies. The ideal candidate is a proactive problem solver who thrives in a fast-paced environment, delivers exceptional customer service, and demonstrates strong communication skills in both English and Spanish. This position offers hands-on experience with enterprise support tools, ITSM platforms, and telephony systems, serving as a foundation for professional growth within Oportun's IT organization.

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