Help Line Agent

Summary: Contract Role: 12 Months Location: Richmond, VA Responsibilities: Provide 100% phone support for IT help desk. Deliver excellent customer service. Identify issues quickly and determine if they can be resolved during the call or need escalation. Requirements: 3 years of IT Helpdesk Support experience. Minimum of High School Diploma or Equivalency. Preference for experience in a regulated industry helpline or IT support center. Required Skills: Extensive knowledge of Windows 11 operating system. Experience with computer hardware/software, iDevices, Tough Books, Windows 10 & 11 OS, MS Office suite, Teams, SharePoint, Active Directory, Mainframe, print management tools. Experience with ServiceNow ticketing system. Strong analytical/troubleshooting skills. Excellent communication skills, strong typing, writing, and reading skills, active listening skills. Experience working in a team environment supporting contacts via phone, email, and self-service portal. Ability to identify and solve problems quickly/escalate issues efficiently. Proficient at exercising self-discipline and mindfulness in open call center environment. Experience working in a contact center environment where adherence to scheduled breaks is measured. Experience working and performing well in environments where individual performance metrics and scores are measured monthly. Preferred Skills: Familiarity with creating procedural articles. Ability to multitask while on the phone by researching knowledge and documenting tickets. Demonstrated competency in logical and analytical thinking. Experience in the adaptation and application of rapidly changing technology to business needs.

Created: 2026-03-09