Help Line Agent II (BHJOB1435_35134)

Help Line Agent II
*Local to Richmond, VA only please
*This is a hybrid position with a rotating schedule of 1 week onsite, 1 week remote

Description:

• 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.

Skills/Knowledge/Experience:

• 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.

Required Skills/Knowledge/Experience:

• 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

Desired Skills/Knowledge/Experience:

• 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

Soft Skills:

• 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 Helpdesk Support experience

Education:

• Minimum of High School Diploma and or Equivalency

Proper email communication will only be done to and from @astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration!

#ASTIT

Job Type: Contract

Pay: $22.00 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Application Question(s):

• Are you a U.S. Citizen or Permanent Resident?

Experience:

• ServiceNow ticketing system: 3 years (Required)
• Windows 11 operating system: 3 years (Required)
• hardware/software troubleshooting: 3 years (Required)
• IT Helpdesk Support: 3 years (Required)

Work Location: Hybrid remote in Richmond, VA 23219

Salary : $22 - $24