Helpdesk Associate

About Goosehead

Since 2003, Goosehead Insurance has been disrupting the insurance industry by giving clients the power of choice, utilizing a smarter marketing approach, and delivering world-class service. This is all powered by our focus on hiring and retaining extraordinary people. Our clients trust us with their most valuable possessions, so we’re more than just a bit selective when it comes to hiring new team members.

Job Summary

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 many 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 in 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.

Principal Duties and Responsibilities

• 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.

Experience and Skills

• 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.
• 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.

Benefits Summary

• High quality voluntary health, vision, disability, life, and dental insurance programs
• 401K Matching Plan
• Employee Stock Purchase Plan
• Paid holidays, vacation, and sick leave
• Corporate sponsored programs to enhance employee physical, financial, mental, and emotional wellness
• Financial Solution Program

Equal Employment Opportunity:

Goosehead is an equal-opportunity employer and complies with all applicable federal, state, and local laws, rules, guidelines, and regulations. Goosehead strictly prohibits and does not tolerate unlawful discrimination against employees, applicants, or any other covered person because of race, color, religion, creed, national origin, ancestry, ethnicity, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender, gender identity, transgender status, age, physical or mental disability, veteran status, uniformed service, genetic information, or any other characteristic protected by applicable law. All applicants for employment and all Goosehead employees are given equal consideration based solely on job-related factors, such as qualifications, experience, performance, and availability.