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.