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POSITION OVERVIEW, THE IT SERVICE DESK AGENT SERVES AS THE FIRST POINT OF CONTACT FOR INTERNAL USERS REQUIRING TECHNICAL SUPPORT. THIS ROLE ENSURES THAT ALL INCIDENTS, REQUESTS, AND INQUIRIES ARE HANDLED EFFICIENTLY, COURTEOUSLY, AND IN ALIGNMENT WITH OPORTUNS IT SERVICE STANDARDS. THE AGENT LEVERAGES KNOWLEDGE BASE RESOURCES, TROUBLESHOOTING TOOLS, AND COLLABORATION WITH TIER 2 AND 3 TEAMS TO ENSURE TIMELY RESOLUTION AND MINIMAL DISRUPTION TO END USERS. THIS POSITION DIRECTLY SUPPORTS OPORTUN EMPLOYEES AND CONTRACTORS, HELPING MAINTAIN SMOOTH IT OPERATIONS AND CONTRIBUTING TO THE ORGANIZATIONS MISSION OF DELIVERING EXCEPTIONAL SERVICE AND OPERATIONAL EXCELLENCE