IT Helpdesk Technician

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 2.5 years, we crossed $150M in AI Agent ARR. 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 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