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[Helpdesk Technician] Help Line Agent II

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Job Title: Help Line Agent II

Location: Richmond, VA - also able to work out of Cayce, SC or Salt Lake City, UT but must be local to one of these areas.

Duration: 12 Months

Our client has a need for a Help Line Agent II. If you have the background we are looking for, and you are interested in an opportunity to get your foot in the door with a leading company, we want to talk with you!


This level is staffed by individuals who have help desk & call center experience delivering excellent customer service. This position is 100% phone support. 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 6AM-6PM EST time span as needed, Flexibility to support 24x7 shifts during inclement weather events including Holiday and weekend as needed.


Top Skills 1) Recent and Relevant Help Desk Experience 2) Great Customer Service Skills, Strong analytical, troubleshooting and typing skills 3) At least 1 yr of IT Phone Support experience

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/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. Additional experience and qualities desired include: 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


As an employee with ASAP, you will be working through an established and well-respected organization that goes above and beyond for our Clients and Talent. We are dedicated to providing our Associates with professional and responsive attention and we are here to assist with any questions or concerns you may have. Your diligence and professional commitment will be rewarded with competitive compensation, including benefits.

Available benefits for this position may include (but are not limited to):

Excellent medical, dental, and vision


Short Term Disability/LTD

Who We Are:

ASAP is the expert solution for companies seeking a skilled contract/contingent workforce. Our expertise, market knowledge and recruitment proficiency make us the source for providing companies seeking highly skilled Financial, IT, Engineers and Technicians to fill contract, temp-to-perm, and direct hire opportunities.

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