Help Desk Agent

Job Summary The primary role of the Helpdesk Support Associate is to provide technology support to Goosehead Corporate employees, handling calls and emails and maintaining high end‑user satisfaction. Principal Duties and Responsibilities Serve as the primary contact for IT related problems for corporate employees. Troubleshoot and resolve hardware and software issues on computer systems and supported devices (mobile, phones, voicemail, printers, projectors, etc.). Follow up with users to ensure complete resolution and satisfaction. Maintain accurate inventory database, repair log, and case log using the inventory system. Identify and complete IT projects that add value to the department and end users. Enforce IT guidelines and policies to protect data integrity, confidentiality, and system reliability. Use Active Directory and other management tools to create/manage user accounts and set permissions in on‑and off‑premise systems. Develop best practices and share knowledge with local staff and network peers. Coordinate off‑site repairs with external vendors. Provide off‑hours, weekend, and holiday coverage as required. Experience and Skills Excellent customer service skills with a results‑oriented approach. Strong time management and prioritization in a multi‑tasking environment. Calm, clear thinking under pressure and proactive service orientation. Interest and aptitude in technology and technical issues. Professional written and verbal communication with customers and team members. Independent, self‑motivated, analytical problem‑solving ability. Basic troubleshooting knowledge and approach. Available for extended hours, including nights and weekends. Experience with Microsoft Active Directory, Azure AD, Windows PowerShell scripting, Windows 10/11, Office 365, SharePoint, and Salesforce. Bachelor’s degree in computer science, MIS, or related field (3.0 GPA minimum) or equivalent combination of education, training, certifications, and experience. 1‑3 years of prior experience preferred. Benefits Summary Comprehensive voluntary health, vision, disability, life, and dental insurance programs. 401(k) matching plan. Employee stock purchase plan. Paid holidays, vacation, and sick leave. Corporate‑sponsored wellness programs for physical, financial, mental, and emotional health. 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. #J-18808-Ljbffr