IT Help Desk Agent — Government Swing Shift

Spry Methods, Inc.; Nashville (TN); On-site; USD 45,847,000 - 49,594,000; Full time

Job summary

Spry Methods, Inc. is seeking a Call Center Operator for a Swing Shift to serve as the first contact for IT support. You will engage with government end users via phone, email, chat, and a ticketing system, delivering professional and efficient assistance.

Responsibilities include triage, documenting in ITSM, following SOPs, and routing unresolved issues to Tier 2/3 while meeting SLA targets. Must have 1+ year in a support role and strong communication skills.

Qualifications

• High school diploma or GED required.
• At least 1 year in a call center, help desk, or tech support.
• Basic IT concepts and end-user support experience.
• Strong written and verbal communication skills.

Responsibilities

• Serve as the first contact for IT support (phone, email, chat, portal).
• Troubleshoot common IT issues and document in the ITSM system.
• Follow scripts and SOPs to resolve Tier 1 issues; escalate when needed.
• Maintain SLA adherence and provide status updates to users.
• Collaborate with team, contribute to knowledge base, and share trends.

Skills

Customer service

Technical support

Troubleshooting

Communication

Multitasking

Education

High school diploma or GED

Tools

ITSM ticketing system

Microsoft Windows

Microsoft Office

MS Teams / collaboration tools

Job description

Spry Methods, Inc. is seeking a Call Center Operator for a Swing Shift to serve as the first contact for IT support. You will engage with government end users via phone, email, chat, and a ticketing system, delivering professional and efficient assistance.

Responsibilities include triage, documenting in ITSM, following SOPs, and routing unresolved issues to Tier 2/3 while meeting SLA targets. Must have 1+ year in a support role and strong communication skills.