Call Center Operator (Swing shift)

Koniag Government Services; Nashville (TN); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company matching

Paid holidays

3 weeks paid time off

Job summary

Koniag Services Inc., a Koniag Government Services company, is seeking a dedicated Call Center Operator to support government clients in Nashville, TN. The role requires clear communication, basic IT knowledge, and a customer‑focused mindset.

Swing shift is 11:30 am – 9:30 pm with 4 on/4 off/10‑hour shifts. The candidate will handle multi‑channel support (phone, email, chat), document issues in ITSM, perform Tier 1 triage, and escalate when necessary while adhering to SLAs and federal security

Qualifications

• Requires high school diploma or GED; 1+ years in a call center, help desk, customer service, or technical support role.
• Basic familiarity with IT concepts and common end user support issues.
• Preferred: IT support in government contracting environment; multi-channel experience (phone, email, chat).
• Familiarity with ITSM ticketing platforms such as ServiceNow or Remedy.

Responsibilities

• Serve as the first point of contact for government end users via phone, email, chat, or web portal.
• Document issues, requests, and resolutions accurately in the ITSM system.
• Triage and troubleshoot common IT issues (password resets, account unlocks, software/hardware issues).
• Follow scripts and SOPs to resolve Tier 1 IT issues; escalate when needed.
• Categorize, prioritize, and route escalated tickets to Tier 2/3 with complete information.
• Adhere to SLA requirements for response and resolution times; maintain ticket quality.
• Communicate status updates to end users; participate in training and knowledge sharing.
• Comply with federal regulations and agency security policies during interactions.
• Maintain professionalism, patience, and empathy; support knowledge base improvements.
• Meet or exceed performance targets: call handling, ticket quality, CSAT, and adherence.
• Support team leads by reporting trends and recurring issues.

Skills

Clear communication

Patience & empathy

IT concepts

Documentation skills

Multi-tasking

Team collaboration

Security clearance readiness

Education

High school diploma or GED

Associate's or Bachelor's degree in IT/Business Admin or related field (preferred)

Tools

ITSM ticketing (ServiceNow/Remedy)

Job description

Koniag Services Inc., a Koniag Government Services company, is seeking a dedicated and customer-focused Call Center Operator (Swing Shift) to join our IT Call Center team supporting government clients in the Nashville, Tennessee area. The ideal candidate is a dependable and enthusiastic individual with a passion for delivering exceptional customer service, a foundational understanding of IT support concepts, and the ability to thrive in a structured, fast-paced call center environment. They communicate clearly and professionally, demonstrate patience and empathy when assisting end users, and take pride in resolving issues efficiently and effectively. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers.

This position is located in Nashville, Tennessee. This position is swing shift 11:30 am - 9:30 pm (4 On/4Off/10hr shifts).

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Position Description

• Serve as the first point of contact for government end users contacting the IT Call Center via phone, email, chat, or web portal, delivering professional, courteous, and efficient support interactions.
• Answer incoming calls and respond to submitted tickets promptly, accurately documenting all reported issues, requests, and resolutions in the ITSM ticketing system in accordance with established procedures.
• Perform initial triage and troubleshooting of common IT issues including but not limited to password resets, account unlocks, software installation and configuration, hardware troubleshooting, network connectivity issues, and printer support.
• Follow established call handling scripts, knowledge base articles, and SOPs to resolve Tier 1 IT support issues at the point of contact whenever possible, minimizing the need for escalation.
• Accurately categorize, prioritize, and route tickets that cannot be resolved at Tier 1 to the appropriate Tier 2 or Tier 3 support teams, ensuring all relevant information is captured and communicated clearly.
• Maintain consistent adherence to SLA requirements for response times, resolution times, and ticket documentation quality throughout each shift.
• Communicate clearly and professionally with end users throughout the support lifecycle, providing timely status updates and follow‑up on open or escalated tickets as needed.
• Participate in team huddles, training sessions, and knowledge sharing activities to stay current on supported systems, updated procedures, and emerging issues.
• Adhere to all applicable federal regulations, agency security policies, and call center operational procedures during every end user interaction.
• Maintain a high level of professionalism, patience, and empathy when assisting end users, including those with varying levels of technical proficiency.
• Contribute to the maintenance and accuracy of knowledge base articles by flagging outdated information and suggesting updates based on call center experience.
• Meet or exceed individual performance targets including call handling metrics, ticket quality scores, customer satisfaction ratings, and schedule adherence.
• Support team leads and supervisors by communicating recurring issues, emerging trends, or systemic problems observed during call handling activities.

Education and Experience

• Required:High school diploma or GED required; Associate's or Bachelor's degree in Information Technology, Business Administration, or a related field preferred.1+ years of experience in a call center, help desk, customer service, or technical support role.Basic familiarity with IT concepts and common end user support issues including account management, hardware troubleshooting, and software support.
• Preferred:Prior experience providing IT support in a federal government or government contracting environment.Experience working in a multi‑channel call center environment handling phone, email, and chat support simultaneously.Familiarity with ITSM ticketing platforms such as ServiceNow, Remedy, or equivalent systems.

Required Skills and Competencies

• Strong communication skills in English – both written and oral – with the ability to explain technical concepts clearly and professionally to end users with varying levels of technical knowledge.
• Demonstrated customer service skills with a patient, empathetic, and solution‑oriented approach to handling end user support interactions.
• Basic working knowledge of common IT systems and end user support concepts, including Windows operating systems, Microsoft Office Suite, Active Directory account management, and network connectivity troubleshooting.
• Ability to accurately document support interactions, issues, and resolutions in an ITSM ticketing system in a clear, concise, and timely manner.
• Strong attention to detail with the ability to follow established call handling procedures, knowledge base articles, and SOPs consistently and accurately.
• Ability to manage multiple tasks simultaneously, including active call handling, ticket documentation, and queue monitoring, in a fast‑paced environment.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and collaboration tools such as Microsoft Teams.
• Demonstrated ability to work effectively as part of a team, taking direction from supervisors and contributing to a positive and collaborative team environment.
• Strong time management and schedule adherence skills, with the ability to maintain consistent performance across all assigned shifts.
• Ability to obtain and maintain a government security clearance as required.

Desired Skills and Competencies

• Active government security clearance (Secret or higher).
• ITIL Foundation certification or demonstrated familiarity with ITIL service management concepts.
• CompTIA A+, CompTIA Network+, or equivalent entry‑level IT certification.
• HDI Customer Service Representative (HDI-CSR) certification or equivalent customer support certification.
• Experience working in a federally regulated or government‑facing customer service environment.
• Familiarity with remote desktop support tools such as Remote Desktop Protocol (RDP), SCCM, or equivalent remote assistance platforms.
• Experience supporting multi‑factor authentication (MFA) tools and common identity management platforms.
• Bilingual communication skills are a plus.
• Familiarity with federal IT security policies and end user security awareness best practices.

Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment. The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e‑mail at accommodations@koniag‑gs.com or by calling 703‑488‑9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution‑oriented business partnerships and a commitment to exceptional service delivery. We ensure long‑term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag‑gs.com. Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88‑352.