About the Job:

The primary role of the Helpdesk Support Associate is to service the technology support needs of our user base in a demanding results-oriented environment. This role is expected to deal with the majority of calls and emails to the Help Desk using a variety of problem solving techniques, while maintaining a high level of end user satisfaction. Associates will receive training on the technologies and administrative processes required to execute their duties. This person will be able to expand their technical ability across a range of software, hardware, mobile, and enterprise platforms.

Your job responsibilities will be:

·         Develop the skills required to be the primary contact for IT related problems for Goosehead Corporate employees

·         Develop the troubleshooting and resolution skills required to address hardware and software problems on computer systems and other supported hardware (mobile devices, phones, voicemail, printers, projectors, etc.)

·         Perform follow-up with users to ensure complete end-user resolution and satisfaction

·         Learn the inventory system and maintain accurate inventory database, repair log, and case log

·         Develop the skills to proactively identify and complete IT projects that add value to the department and/or our end users

·         Enforce IT guidelines and policies to ensure data integrity, confidentiality, and system reliability while providing essential flexibility to end users

·         Use Active Directory and other management system tools to create and manage user accounts and set permissions in various on and off premise systems

·         Develop best practices in the IT environment through learning, training and experience sharing with local staff and network peers

·         Coordinate off-site repairs with external vendors

·         Provide off-hours, weekend and holiday coverage as needed

Compensation is competitive including a base salary and bonus. Current benefits include: 401(k) plan, medical, dental, vision and disability insurance, and two weeks paid vacation.