Help Line Agent II

Overview

On Site
$20 - $23
Contract - W2

Skills

phone
support
it
helpline

Job Details

Position Title: Help Line Agent II
Location: Richmond, VA
Clearance Requirements: None
Position Status: Contract
Pay Rate: $21/hr - $23/hr W2

Position Description:

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.

Required Skills/Education:

<>Must-Have Qualifications</>

  • 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

<>Preferred Qualifications</>

  • 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

About Seneca Resources

At Seneca Resources, we are more than just a staffing and consulting firm we are a trusted career partner. With offices across the U.S. and clients ranging from Fortune 500 companies to government organizations, we provide opportunities that help professionals grow their careers while making an impact.

When you work with Seneca, you re choosing a company that invests in your success, celebrates your achievements, and connects you to meaningful work with leading organizations nationwide. Our consultants and contractors enjoy competitive pay, comprehensive health, dental, and vision coverage, 401(k) retirement plans, and the support of a dedicated team who will advocate for you every step of the way.

Seneca Resources is proud to be an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace where all qualified individuals are encouraged to apply.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.