IT Helpdesk Technician

Job description

At Podium, we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60,000+ businesses across Auto, Home Services, and Aesthetics, Podium captures and converts leads 24/7, driving both new business and repeat customers. In under 24 months, we crossed $100M in AI Agent ARR, scaling 300% year-over-year. During this time, we’ve deployed 10,000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business. Podium has been recognized as the Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and awarded the #1 AI Agent for Business Operations by G2. Our growth is fueled by hiring exceptional people, holding them to high standards, and creating opportunities for them to grow and make an impact. Our **[operating principles](https://www.podium.com/operating-principles)** guide daily behavior and ensure we hire people who will thrive at Podium. If you're hungry for growth, aligned to our operating principles, and ready to get to work, you won't find a better place to learn and accelerate your career. **About the Role** 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:** - Process Termination tickets - Provide front line technical support to Podium employees and contractors via calls, chat, email, and remote support - 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. - Knowledge of basic Networking systems with the ability to assist with troubleshooting problems helping the Systems team reach resolutions. **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 **Benefits** - Competitive salary - Law Benefits, Health and Life Insurance - Free parking - Equipment provided - Bono 14 and Christmas bonus - 13 paid holidays throughout the year - Office located in Zone 10, Edificio Interamericas, Guatemala City **NOTE: This is fully in office 5 days a week in Guatemala City, Zone 10**