Help Line Agent II

We need to output HTML fragment with sections: About the role? The posting includes a paragraph about Dominion Energy commitment etc. That could be "About the role" or maybe "About the company". The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use

• for any list of duties/requirements/benefits, and

  for prose. Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

  or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. Output ONLY the HTML fragment — no /, no markdown code fences. We need to decide which sections to include based on content. Content includes: - Intro paragraph about Dominion Energy commitment, purpose-driven, safety, collaboration, hybrid schedule, military service, visa, relocation. - Job Summary: Under general supervision, fully proficient role serves as first point of contact for 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: bullet list (multiple lines). We'll convert to

  • . - Additional Information: Work is reviewed and measured for accuracy and effectiveness. Errors may result in delays, additional expense, or operational disruption. - Required Knowledge, Skills, Abilities & Experience: list of items (1 to 3 years experience, etc.) We'll convert to
    • . - 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: $52800 - $68600 (Pay). Then description of benefits: health, dental, vision, vacation, retirement plans including 401k contributions and matches, paid holidays, tuition reimbursement, bonus eligibility, sick leave, disability insurance. Also link to benefits. - Then EEO boilerplate (remove). Then final motivational sentence (maybe keep as part of About the role? It's promotional but not boilerplate? It says "You can experience the excitement of our company – it's the difference between taking a job and starting a career." Might be considered promotional but not boilerplate; we could keep as part of About the role or a concluding paragraph. However we need to remove EEO/equal-opportunity boilerplate. The line "Dominion Energy is an equal opportunity employer..." is EEO, remove. Also "Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin and/or status as a protected veteran or individual with a disability." Remove. We need to include sections only when there is real specific content. So we can have sections: About the role (maybe combine intro and job summary?), Responsibilities, Requirements (maybe combine knowledge/skills/abilities and education?), Benefits, Pay, Schedule. However we need to avoid thin sections. Let's think. We could have: - About the role: includes the introductory paragraph about Dominion Energy commitment, hybrid schedule, military, visa, relocation, job summary. - Responsibilities: list of key responsibilities. - Requirements: includes required knowledge, skills, abilities & experience, education requirements, other working conditions (hybrid schedule maybe already in About the role? but we have schedule separate). Could also include export control? Might be considered a requirement/condition. But we can keep as a note in Requirements or separate? The instruction says prefer few substantive sections over many thin ones. So maybe combine Requirements and Qualifications into one section called Requirements (or Qualifications). Since they ask for headings like Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can choose which to use. We have specific content for: - About the role (intro + job summary) - Responsibilities (list) - Requirements (knowledge, skills, abilities, experience, education, export control, maybe hybrid schedule? but hybrid schedule is also schedule) - Benefits (list of benefits) - Pay (salary range) - Schedule (hybrid schedule description) We need to ensure we don't create sections with filler like "not specified". All have content. We must not repeat job title as heading. No Job ID. We must not include boilerplate like EEO, application instructions, etc. We need to preserve all substantive information. Let's extract. Intro paragraph: "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 list: - 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. Additional Information: "Work is reviewed and measured for accuracy and effectiveness. Errors may result in delays, additional expense, or operational disruption." Required Knowledge, Skills, Abilities & Experience list: - 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: $52800 - $68600 (Pay) - Benefits: "At Dominion Energy, we offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which includes: health, dental, and vision benefits with coverage for families and domestic partners, vacation, retirement plans including 401k contributions and matches, paid holidays, tuition reimbursement, bonus eligibility, sick leave, and disability insurance. To learn more about our benefits, click here: dombenefits.com." We also have a final motivational sentence: "You can experience the excitement of our company – it's the difference between taking a job and starting a career." This is not boilerplate; we could include it in About the role or as a concluding paragraph. Probably include in About the role after job summary. We need to remove duplicated lines: there may be duplicates like "We offer a hybrid work schedule..." appears also in Other Working Conditions. We'll keep one. We need to output HTML fragment with headings

      and content

      or

      • . Use

        for prose. Use

        • for any list of duties/requirements/benefits. We need to decide sections. Potential sections:

          About the role

          Intro paragraph + job summary + final motivational sentence.

          Responsibilities

          • ...

          Requirements

          Maybe combine knowledge/skills/abilities, education, export control, and other working conditions? But we have separate Schedule and Benefits sections. We could put Requirements as a

          • list of knowledge/skills/abilities and education, plus export control note as a

            . Or we could split into Requirements and Qualifications. But we want few sections. We could have:

            Requirements

            • 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.
            • Required degree: High School Diploma or GED (equivalency not accepted).

            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.

            But we also have Hybrid Schedule - One Week is in Office/One Week is Remote. That's schedule. We'll have a Schedule section. We also have Benefits section.