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Help Desk Technician, Level 1

Hargray Communications Group, Inc.

This is a Full-time position in Macon, GA posted March 28, 2021.

Help Desk Technician, Level 1

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. We are dedicated to developing our employees for a career and future with us. Hargray Fiber is offering a career opportunity as a Help Desk Technician, Level 1!

The Help Desk Technician, Level 1 provides first class customer service to our customer base. Provides accurate and efficient technical support, installation, implementation, maintenance, and training service to customers.

The Company: For over 70 years, Hargray has been connecting customers to each other and the world, growing from a local phone company to an industry leader providing residential, business, enterprise, and carrier wholesale communications services. Our mission is to envision and deliver customer delight. In addition to our long history of dedication and commitment to our community, we offer benefits for your health, wealth, protection, well-being, time, and more. Our team of over 700 colleagues supporting local markets throughout the southeast is committed to excellence, delivering the most advanced technology and the best service for our customers.

Duties and Responsibilities: Including but not limited to the following.

  • Provides first tier support to PC users on multiple platforms and operating systems.
  • Actively participates on Call Triage Team.
  • Communicates independently, effectively, clearly and professionally with managers, supervisors, and employees to establish and maintain considerate and cooperative relationships.
  • Remotely installs, configures, 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.

Minimum Qualifications: Only candidates who meet the minimum qualifications will be considered.

  • College degree in computer science or related field or equivalent experience.
  • 2 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.
  • 2 years’ experience with current versions of Microsoft Windows Workstation and Server.
  • 2 years VMware experience.
  • 2 years’ experience with Antivirus applications.
  • Experience with Monitoring platforms.
  • LAN/WAN installation, support, and configuration.
  • 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 driver’s license with history of safe driving record.
  • 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.

EOE/Disability

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