Job Title: Help Line Agent II
Location: Richmond, VA 23219
Duration: 12 months
Shifts: 8-hour shift – between the hours of 6a – 8p ET, 50% remote – alternating one week in the office and one week at home
Candidate may also need to be flexible to support additional hours/shifts during inclement weather events and or including holidays, there is an afterhours on-call rotation
 
Overview:
This level is staffed by individuals who have IT help desk experience delivering excellent customer service. This position is 100% phone support. The ideal candidate must possess extensive knowledge of the Windows 11 operating system.

Top Required Skills

• MUST have experience with ServiceNow ticketing system
• Great Customer Service Skills, Strong analytical, troubleshooting and typing skills
• MUST have experience and knowledge of Windows 11 operating system
• MUST have experience in an IT setting with computer hardware/software and troubleshooting and identifying issues to work towards resolution

 
Additional working knowledge, or experience in the following areas is required:

• Computer hardware/software, iDevices, Tough Books, Windows 10, & 11 OS, MS Office suite, Teams, Share Point, Active Directory, Mainframe, print management tools, and Experience working with ticketing systems.
• ServiceNow ticketing system experience is required
• Strong analytical/troubleshooting skills with experience identifying issues quickly to determine if the solution can be applied during the call or if the issue requires escalation is also required.

 
Additional experience and qualities desired include:

• Personable and approachable, Excellent communication skills, strong typing, writing and reading skills, active listening skills, experience working and contributing to a team environment supporting contacts via phone, email, and self-service portal

• Ability to identify and solve problems quickly/escalate issues efficiently
• Familiarity with knowledge process for creating procedural articles is desirable
• Ability to multitask while client is 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
• Proficient at exercising self-discipline and mindfulness in open call center environment
• Experience working in contact center environment where the importance of adhering to scheduled breaks is measured
• Experience working and performing well in environment where individual performance metrics and scores are measured monthly

 
What soft skill requirements do you have (team fit and personality requirements)?

• Strong communication skills both verbal and written
• Ability to lead, collaborate, or work effectively in a variety of teams, including multi-disciplinary teams

 
Required Years of Experience:

• 3+ years of IT Phone Support experience

 
Education:

• Minimum of High School Diploma and or Equivalency.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 24.00/hr.