Help Line Agent II

TECHEAD

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Always Connecting, Always Evolving.

TECHEAD is seeking qualified applicants for the following Contract position – Help Line Agent II / Richmond VA – (JOB-17791). If you are looking for a new opportunity and this position looks to be a fit, please apply to see the TECHEAD difference that has made us successful for 30+ years!

You can find more about our team and values by checking us out at TECHEAD.com or on Glassdoor

Job Description:

Helpdesk Support Technician

Hybrid: 1 week on-site and 1 week remote, rotating

Contract: 1 year

Techead is seeking an experienced Helpdesk Support Technician for a high performance client.

Top Skills

  • Recent and Relevant Help Desk Experience
  • Great Customer Service Skills, Strong analytical, troubleshooting and typing skills
  • At least 1 yr of current or recent IT Phone Support experience

Requirements:

  • Provide 100% phone support.
  • Experience in Computer hardware/software, iDevices, Tough Books, Windows 7 & 10 OS, MS Office suite, Share Point, Active Directory, Skype, Mainframe, Print management tools
  • Thorough knowledge and experience working with ticketing systems (Preferably ServiceNow)
  • Strong analytical/troubleshooting skills
  • Ability to identify and solve problems quickly/escalate issues efficiently
  • Personable and approachable
  • Possess excellent communication skills and active listening skills
  • Strong typing, writing and reading skills
  • Experience working and contributing to a team environment supporting contacts via phone, email, and self-service portal
  • 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
  • Experience working and performing well in environment where individual performance metrics and scores are measured monthly
  • Ability to work any 8 hour shift within 6AM-6PM EST time span as needed
  • Flexibility to support 24×7 shifts during inclement weather events including Holiday and weekend as needed.

 

TECHEAD’s mission is to make our on-site associates successful by placing them in the right environment so they can grow and prosper. How we treat and respond to our clients and employees is a reflection of who we are and makes us stand out from the rest. Keeping our business focused on building and maintaining relationships with our employees and clients is the key to our success. We won’t strive for anything less.

TECHEAD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

For more information on TECHEAD please visit www.techead.com.

No second parties will be accepted.

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