Help Line Agent II
About The Position
We are seeking a highly motivated Help Line Agent II to join our IT support team in Richmond, VA. This role is ideal for an experienced Help Desk professional who excels in phone-based technical support, thrives in fast-paced environments, and delivers exceptional customer service. In this role, you will provide Tier 1-2 support, troubleshoot issues in real time, document tickets in ServiceNow, and ensure quick and efficient resolution or escalation. This position offers the opportunity to support modern technologies including Windows 11, MS Office 365, Active Directory, mobile devices, and enterprise systems. This is an excellent opportunity for candidates who enjoy being the first point of contact for technical issues, possess strong analytical and communication skills, and want to contribute to a collaborative, metrics-driven support environment.
Requirements
- 3+ years of IT Help Desk / Phone Support experience
- Strong knowledge of Windows 11 (installations, configurations, troubleshooting)
- Hands-on experience with: Computer hardware and software troubleshooting iOS devices, Toughbooks Windows 10 & 11 MS Office Suite, Teams, SharePoint Active Directory Mainframe and print management tools
- ServiceNow experience required (ticket creation, documentation, workflows)
- Excellent customer service, verbal communication, and professional writing skills
- Strong analytical and problem-solving skills with ability to identify root causes quickly
- Ability to multitask while on the phone (searching knowledge base, documenting tickets)
- Experience working in a contact center or call center environment, including adhering to scheduled breaks and performance metrics
- Demonstrated ability to work collaboratively with diverse teams
- Minimum of a High School Diploma or equivalent
Nice To Haves
- Experience working in a regulated industry (financial services, healthcare, government, etc.)
- Familiarity with creating knowledge articles and documented procedures
- Experience adapting to rapidly changing technologies and tools
- High typing accuracy and speed
- Ability to remain focused and disciplined in an open call center environment
Benefits
- competitive pay
- comprehensive health, dental, and vision coverage
- 401(k) retirement plans
- the support of a dedicated team who will advocate for you every step of the way
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What This Job Offers
Career Level
Mid Level
Industry
Administrative and Support Services
Education Level
High school or GED
