IT Help Desk Agent — Swing Shift

Koniag Services, Inc.; Nashville (TN); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401K with company matching

Flexible spending accounts

Paid holidays

Three weeks paid time off

Job summary

Koniag Services Inc. seeks a Call Center Operator (Swing Shift) to join our IT Call Center in Nashville, TN.

You will be the frontline IT support specialist handling phone, email, chat, and tickets, delivering professional, courteous assistance and documenting all actions in our ITSM system. The role emphasizes adherence to procedures, strong customer service skills, and the ability to triage and resolve Tier 1 issues while coordinating with Tier 2/3 teams.

Qualifications

• High school diploma or GED required; 1+ years in a call center, help desk, or tech support.
• Familiarity with IT concepts and end-user support issues such as password resets, account management, software/hardware issues.

Responsibilities

• Serve as first point of contact for government end users via phone, email, chat or portal.
• Document issues, requests, and resolutions in the ITSM system per procedures.
• Perform Tier 1 troubleshooting and triage for common IT problems.
• Escalate to Tier 2/3 when needed and maintain SLAs for response and resolution times.
• Follow SOPs and knowledge base to minimize escalations.

Skills

Clear communication

Customer service

IT concepts

Documentation

Time management

Team collaboration

Education

High school diploma or GED

Associate's or Bachelor's degree in IT/Business or related field

Tools

ServiceNow

Remedy

Job description

Koniag Services Inc. seeks a Call Center Operator (Swing Shift) to join our IT Call Center in Nashville, TN.

You will be the frontline IT support specialist handling phone, email, chat, and tickets, delivering professional, courteous assistance and documenting all actions in our ITSM system. The role emphasizes adherence to procedures, strong customer service skills, and the ability to triage and resolve Tier 1 issues while coordinating with Tier 2/3 teams.