Helpdesk Associate

Goosehead InsuranceWestlake, OH
1d

About The Position

Since 2003, Goosehead has been changing the face of the insurance industry and making the search for great coverage a piece of cake. We’re committed to finding the best policies and rates, and that starts with our team. Our people are smart, inclusive, hungry for success, and strive everyday to win. There is noble purpose in all our efforts. The work we do matters. Not only are we fixing a broken industry, we get to win professionally and financially while doing it. If you think you have what it takes to grow with our company, we would love to meet you. Not finding the right fit? Let us know you're interested in a future opportunity by clicking Get Started below or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!

Requirements

  • Bachelor’s degree in computer science, MIS, or related field with a minimum GPA of 3.0, or an equivalent combination of education, training, certifications, and corporate experience is preferred.
  • 1-3 years’ previous experience preferred.
  • Excellent customer service skills with a results-oriented approach is paramount to success in this position.
  • Strong time management and prioritization skills in a consistently evolving, multi-tasking environment.
  • Ability to be calm and think clearly under pressure.
  • Possess the aptitude or experience to provide proactive service to our customers.
  • Demonstrated interest and aptitude in technology and technical issues.
  • Exceptional and professional written and verbal communication with customers and members of the team.
  • Display a confident, independent, and self-motivated approach to work.
  • Demonstrate strong intellectual and intuitive ability for analytical problem solving and resolution.
  • Knowledge of basic troubleshooting skills and approaches.
  • Ability to work extended hours, including nights and weekend hours to resolve issues or meet project deadlines.
  • Experience working with Microsoft Active Directory, Azure AD, Windows PowerShell scripting, Windows 10/11 Pro OS, Office 365 (Outlook, Excel, PowerPoint, Word), SharePoint and Salesforce.

Responsibilities

  • Develop the skills required to be the primary contact for IT related problems for 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.
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