Government Help Desk Operator (Swing Shift)

Koniag; Nashville, Northern (TN, KY); Hybrid; USD 21,000 - 30,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company matching

Flexible spending accounts

Paid holidays

Three weeks paid time off

Job summary

Koniag Government Services seeks a dedicated Call Center Operator (Swing Shift) in Nashville, TN. You will be the first point of contact for government end users, delivering professional, empathetic support via phone, email, chat and ticketing systems.

Under supervision, document issues in ITSM, follow scripts and SOPs, meet SLA targets, and collaborate with the team to ensure a consistently positive support experience while maintaining required security clearances.

Qualifications

• High school diploma or GED required; IT/Business degree preferred.
• 1+ years in a call center, help desk, or tech support role.
• Familiarity with IT concepts and end-user issues.

Responsibilities

• Serve as first point of contact via phone, email, chat, or web portal.
• Document issues, requests, and resolutions in ITSM system.
• Follow call handling scripts, KB articles, and SOPs.
• Categorize, prioritize, and route calls; capture relevant info.
• Adhere to SLA requirements for response and resolution times.
• Provide timely status updates and follow-up on tickets.
• Participate in training and knowledge sharing; stay updated.
• Maintain professionalism and empathy with end users.
• Obtain and maintain required government security clearance.

Skills

English proficiency

Customer service

Documentation in ITSM

Attention to detail

Multitasking

MS Office

Team collaboration

Time management

Security clearance readiness

Education

High school diploma or GED

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

Tools

ITSM ticketing system

Microsoft Office Suite

Job description

Koniag Government Services seeks a dedicated Call Center Operator (Swing Shift) in Nashville, TN. You will be the first point of contact for government end users, delivering professional, empathetic support via phone, email, chat and ticketing systems.

Under supervision, document issues in ITSM, follow scripts and SOPs, meet SLA targets, and collaborate with the team to ensure a consistently positive support experience while maintaining required security clearances.