Senior Line Cook Job at Pinnacle Technical Resources
Pinnacle Technical Resources Richmond, VA 23219
$25 - $28 an hour
Position: IT Help Line Agent II (IT Support)
Location: Richmond, VA 23219 (Hybrid Schedule)
Duration: 12 Months Contract
Hybrid Schedule: one week in the office, one week remote
Job Description:
- This level is staffed by individuals who have help desk and call center experience delivering excellent customer service.
- This position is 100% phone support.
- Working knowledge, or experience in the following areas is required: Computer hardware/software, iDevices, Tough Books, Windows 7 & 10 OS, MS Office suite, Share Point, Active Directory, Skype, Mainframe, Print management tools, and Experience working with ticketing systems.
- ServiceNow ticketing system experience is preferred.
- Strong analytical or 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.
- 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 or 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
- Ability to work any 8 hour shift within 6.00 AM to 6.00 PM EST time span as needed
- Flexibility to support 24x7 shifts during inclement weather events including Holiday and weekend as needed.
- There is an after-hours on-call rotation.
- Recent and Relevant Help Desk Experience
- Great Customer Service Skills, Strong analytical, troubleshooting and typing skills
- At least 1 yr of IT Phone Support experience
The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision as well as 401K contributions.
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