Help Line Agent II

Dominion Energy is committed to providing reliable, affordable, and increasingly clean energy that powers our customers every day. If you want to work for a purpose-driven company that values safety and collaboration, we’re looking for you. You won’t just find a job here; you’ll find your career. Review the position below and apply today .   We offer a hybrid work schedule (one week in the office, one week of teleworking) to accommodate the need for flexibility. Military service members and veterans with ranks from E3-E5, W1-W2, or O1-O3, plus appropriate equivalent combination of education and years of experience as outlined below will be considered for this opportunity.  At this time, Dominion Energy cannot transfer or sponsor a work visa or employment authorization for this position. This position does not offer relocation assistance.    Job Summary

Under general supervision, this fully proficient role serves as the first point of contact for Information Technology (IT) and Telecommunications support. Through a company-wide Help Line, the agent provides immediate first-level support by answering calls, troubleshooting issues, resolving problems, or dispatching appropriate personnel when necessary.   Key Responsibilities:

Serve as a single point of contact for IT and Telecommunications support requests. Answer calls, troubleshoot, diagnose, and resolve a wide range of technical issues. Support multi-platform environments, software applications, hardware configurations, and devices. Assist with telecommunications issues, including phone systems, voicemail, cellular devices, radios, and LAN/WAN connectivity. Provide a positive customer service experience and maintain effective communication with clients. Thoroughly document issues, actions taken, and resolutions. Follow established policies and procedures, escalating complex issues to specialized IT support groups as appropriate. Follow up with clients as needed to ensure issues are resolved satisfactorily. Support an environment handling approximately 30-50 contacts per day through phone, email, and self-service portal requests. Perform other duties as assigned.

Work is reviewed and measured for accuracy and effectiveness. Errors may result in delays, additional expense, or operational disruption.

Required Knowledge, Skills, Abilities & Experience

The knowledge, skills, abilities and experiences required for entry into this job include the following:

1 to 3 years of customer service, help desk, service desk, call center, or technical support experience. Experience troubleshooting hardware, software, password, account access, and application issues. Strong verbal and written communication skills. Ability to multitask and manage multiple support channels (phone, email, chat, and portal tickets). Experience using ticketing systems such as ServiceNow or similar ITSM tools. Proficiency with Microsoft Windows, Microsoft 365 applications, and common business software. Ability to follow documented procedures and meet service level expectations. Strong problem-solving and analytical skills. Ability to work independently while collaborating effectively with a team. This position is 100% phone support Needs experience working with Okta Multi-Factor Authentication Ability to work in and contribute to a team environment Punctual and dependable Education Requirements

Required degree (equivalency not accepted in lieu of required degree):

High School Diploma or GED Other Working Conditions

Hybrid Schedule - One Week is in Office/One Week is Remote   Export Control Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law.  Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.   What You'll Get   Expected Hiring Base Salary Range: