Overview
Hybrid
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - 12 Month(s)
Skills
Active Directory
Windows
Mac/iDevices
Phone Support
call center support
Job Details
Job Title: Help Line Agent II
Location: Richmond, VA, 23219 Duration: 12 plus months
Interview Process:
- Two Rounds:
- Round 1: Phone Interview
- Round 2: Video Interview (includes walk-through of the process)
Top Requirements:
Core Skills & Experience:
- Strong Customer Service / Help Desk Support background
- Experience with Windows Operating System support
- Active Directory (AD) support experience
- Familiarity with ticketing systems (ServiceNow preferred)
- Prior experience in supporting large-scale internal teams (approx. 15,000 users)
- Experience with remote call support (handling 7,000–8,000 calls/month)
- Exposure to iDevices support (MacBooks, iPads – ~200 Mac devices in use)
- Toughbook support experience is a plus
Work Schedule:
- Support Hours: 6:00 AM – 6:30 PM EST (24/7 Coverage)
- Majority shifts: Monday – Friday
- Occasional weekend coverage required
- On-call duty every 13 weeks (rotational)
- Expected shift: Start at 7:30 AM
- Breaks:
- Two 15-minute breaks
- One 30-minute lunch break (flexible timing)
Additional Details:
- Parking is at candidate's own risk
- 4-week training program will be provided at the beginning
- Looking for candidates with long-term commitment
- Good communication and multitasking skills are essential
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