Help Desk Lead

TRN • Permanent • Georgia, United States • 20h ago

Helpdesk Lead l $20.00 per hour/ 8:00am 5:00pm/ 1st Shift / Direct Hire
What Matters Most: • Competitive Pay of $20.00 per hour • Schedule: Monday Friday 8:00 am-5:00 pm • Location: Midland, Georgia • Direct Hire opportunity Job Description: As a Help Desk Lead you will be responsible for managing the day-to-day operations of the help desk team, ensuring high-quality support and timely resolution of technical issues for users. This role involves overseeing Tier 1 and Tier 2 support staff, coordinating escalations, and implementing best practices for service delivery. The Help Desk Lead will also act as a key point of contact for complex technical problems and contribute to continuous process improvement initiatives.
Responsibilities: • Lead and manage the help desk team, including training, performance feedback, and daily operations such as ticket prioritization, assignment, and escalations. • Oversee technical support, troubleshooting complex issues as a point of escalation, and ensure timely resolution in line with service level agreements (SLAs). • Develop and implement help desk policies, procedures, and performance metrics, regularly analyzing data to enhance service quality and identify improvement areas. • Collaborate with IT and other departments on cross-functional support issues, maintain documentation and resources, and stay current on industry trends to recommend enhancements.
Qualifications and Requirements: • Over 5 years of experience in technical support, with at least 2 years in a supervisory role, specializing in Windows OS, Active Directory, Microsoft Exchange, and virtualization platforms. • Proficient in networking (LAN/WAN, DNS, DHCP, VPN), remote support tools, and ticketing systems, with strong troubleshooting and problem-solving abilities. • Strong leadership, communication, and organizational skills, with a focus on training and mentoring help desk staff. • Associate s or bachelor s degree in information technology, Computer Science, or a related field preferred; equivalent work experience may be considered. • Technical certifications (e.g., CompTIA A+, Network+, ITIL, Microsoft) preferred.
Benefits and Perks: • $20.00 per hour pay rate • Opportunity for personal and professional growth • On-site position in a collaborative and supportive environment
Your New Organization: Join a team that values its employees and provides competitive compensation. Enjoy health, vision, and dental insurance plans, TRN fosters internal growth, has a great culture, and is dedicated to a fantastic mission.
Your Career Partner: The Reserves Network, a veteran-founded and family-owned company, specializes in connecting exceptional talent with rewarding opportunities. With extensive industry experience, we are dedicated to helping you achieve your professional goals and shine in your field. The Reserves Network values diversity and encourages applicants from all backgrounds to apply.
As an equal opportunity employer, we foster an environment of respect, integrity, and trust in every aspect of employment. The base salary range for this position is $41,600, excluding benefits, bonuses, or other compensation. Your final salary will depend on your skills, qualifications, experience, location, and internal pay equity. Please note, hiring at the top of the range is uncommon to allow for future salary growth.

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