Service Desk Technician

Podium exists to help local businesses win. Using Podium, local businesses can simplify the way they communicate with their customers—from collecting payments to facilitating online reviews to launching marketing campaigns, and much more. 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. We look for people who are curious, creative and are willing to do the work to be a little better every day. We also embody our company values in all that we do, which always starts with being Customer Obsessed, followed by Be a Founder, Zero Drama, and Enjoy the Ride. Does that sound like 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, murder drama, and enjoy the ride! What you will be doing:  Provide front line technical support to employees 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 What you should have:  Intermediate knowledge of MacOS and built-in applications Fundamental knowledge of iOS Mobile devices and applications Some experience supporting email and cloud 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 A+ Certification Experience providing remote support via phone and chat Experience with Single Sign-On systems BENEFITS Open and transparent culture - Checkout this video to see what it’s like to work at Podium  Life insurance, long and short-term disability coverage Paid maternity and paternity leave Fertility Benefits Generous vacation time, plus three 4-day summer holiday weekends Excellent medical, dental, and vision benefits 401k Plan Bi-annual swag drops with cool Podium gear and apparel  A stellar HQ (Utah) gym with local professional coaches and classes offered Onsite HQ (Utah) child care center, subsidized for employees Additional benefits for fully remote employees Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.