Junior Helpdesk Support

Guidepoint is a leading expert network firm connecting business decision-makers with experts around the world. Since our inception in 2003, we’ve arranged more than a half million interactions between our clients and experts. We support clients in identifying critical insights through a suite of services including phone consultations, in-person meetings, custom surveys and proprietary data products.

We are currently seeking a Helpdesk Support candidate. This individual will be a point of contact when assisting customers for Password resets, network troubleshooting, software/hardware troubleshooting and incident reports. Furthermore, this role will include, but not limited to, answering calls, creating service tickets, assisting callers with issues, documenting said issues and resolutions, and re-routing calls/ help tickets as applicable.

• Responds promptly to requests for support via email, phone and in person as needed.
• Responsible for troubleshooting applications, providing technical support and problem solving to both internal end users and global customers.
• Exhibits a high level of professionalism and is passionate about providing outstanding customer service.
• Documents status of cases and provides updates to management, team and end users.
• Provides timely resolution of problems or escalation on behalf of customer to technical staff or management.
• Works with the Development team, QA, Systems Administrators, and other teams to identify and resolve escalations and outages.
• Maintains user accounts, passwords, data integrity, system access & security within policy.
• Initiates and tracks service requests.
• Maintains standard operating procedures, best practices and helpdesk guidelines.
• Participates in on boarding and training team members.
• Advise end users on appropriate action.
• Drives quality and adherence to best practices within the team.
• May be required to be available for afterhours support, including weekends.

Qualifications:

• Minimum 1-2 years experience in IT Support in a professional environment.
• Experience with support ticket management and tracking.
• Strong customer service, problem solving and teamwork abilities.
• Outstanding communication and interpersonal skills.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Experience with Technical writing.
• Very detail-oriented.
• Exceptional troubleshooting skills including the ability to differentiate hardware and software issues.
• Ability to learn quickly and independently.
• Basic knowledge of Windows operating systems, Firefox, Chrome, Internet Explorer and other web browsers email applications and mobile devices.
• Hungry to learn from the ground up.

Desired Skills/Experience:

• Knowledge of JIRA.
• Basic SQL query writing.
• Experience with Agile Software Development Methodology
• Knowledge and experience of customer service practices
• Experience working with an independent research expert network.