Help Desk Team Lead in Pooler, GA at Hargray

Date Posted: 2/12/2020

Job Snapshot

Job Description

Are you passionate about making a difference in people’s lives?  Are you motivated to learn and connect people with cutting edge technology?  Do you go the extra mile to provide customer delight? We are looking for talented people who are ready to grow with Hargray Communications. We are dedicated to developing our employees for a career and future with us. Hargray Communication is offering a career opportunity as a Help Desk Team Lead!

General Description of Position:

Provides first class customer service to our customer base. Provides accurate and efficient technical guidance to the Data Center & Managed Services staff. Review ticket statistics with the Help Desk Supervisor. Provide accurate and efficient technical support, installation, implementation, maintenance, and training service to customers. Provides prompt and efficient assistance and problem resolution using accurate and clear communications and applying knowledge of computer software, hardware, and application software.

Duties and Responsibilities:

  • Provides technical guidance to the Data Center & Managed Services team.
  • Review ticket statistics with the Help Desk Supervisor to ensure customer satisfaction is being achieved.
  • Directs staffing and provides training when needed.
  • Communicates independently, effectively, clearly and professionally with managers, supervisors, and employees to establish and maintain considerate and cooperative relationships.
  • Diagnoses, and corrects problems for computers, work stations, servers, and services, peripheral equipment, network equipment and associated cabling.
  • Notifies supervisor of errors or equipment malfunction, reports damaged computers and peripheral equipment to manufacturer, verifies repairs.
  • Work with our monitoring platform to proactively reduce customer related issues.
  • Investigates and resolves users’ computer software and hardware problems in an efficient and expedient manner.


  • Answers operational questions clearly and succinctly, and resolves problems, applying knowledge of computer software, hardware, and procedures.
  • Communicates with software and hardware vendors to request service for defective products and to research and resolve user problems.
  • Attends training; reads manuals, periodicals, and technical reports to maintain and increase technical knowledge to meet user needs.
  • Performs other related duties as assigned to ensure effective operation of department.
  • Escalates issues requiring advanced level and / or on-site support to appropriate supervisor.



Job Requirements

Minimum Qualifications:

  • College degree in computer science or related field or equivalent experience.
  • 5 years’ experience with the installation, configuration and support of PC’s, servers and peripheral equipment.
  • Knowledge of network technologies, including IP routing, network design, Ethernet, routing protocols, and network management.
  • Familiar with current versions of Microsoft Windows Workstation and Server.
  • 3 years experience working with VMware.
  • 3 years experience working in a SAN environment.
  • Good verbal communication skills.
  • Ability to carry 60 pounds in the course of normal duties.
  • Ability to multi-task and think independently
  • Ability to quickly identify, isolate and correct any networking issue utilizing resources available.
  • Ability to read and understand technical manuals.
  • Valid drivers license with history of safe driving record.

Additional Qualifications Desired:

  • LAN/WAN installation, support, and configuration.
  • Experience with Windows operating systems.
  • Experience with Antivirus applications.
  • Experience with Monitoring platforms.
  • Ability to work off-peak hours to respond to customer needs and ensure availability of PCs and critical systems.
  • Ability to anticipate and prevent potential user problems.