IT Help Desk Operator - Swing Shift (Gov't IT Support)

Method, Inc.; Nashville (TN); On-site; USD 21,000 - 22,000; Full time

Job summary

Spry Methods is seeking a Call Center Operator - Swing Shift to serve as the first point of contact for IT support requests from government end users, handling calls, emails, chat, and tickets with professionalism and empathy.

You will perform initial triage and troubleshooting, document resolutions, and follow SOPs to resolve Tier 1 issues while adhering to SLAs. This role requires a 4x10 swing shift and a Public Trust eligibility.

Qualifications

• Active Public Trust or eligible for U.S. Government Public Trust.
• U.S. Citizenship or lawful permanent residency (Green Card).
• High school diploma or GED required.
• Minimum of one year in a call center, help desk, customer service, or technical support environment.
• Basic knowledge of IT concepts and end-user support, including account management and password resets.
• Strong written and verbal communication skills with the ability to support users with varying levels of technical proficiency.

Responsibilities

• Serve as the first contact for government end users via phone, email, chat, or web portal, delivering professional, courteous support interactions.
• Answer calls and respond to tickets promptly, documenting issues and resolutions in the ITSM system.
• Perform initial triage and troubleshooting of common IT issues (password resets, account unlocks, software/hardware issues).
• Follow scripts and SOPs to resolve Tier 1 issues, minimizing escalations.
• Categorize, prioritize, and route unresolved tickets to Tier 2/3 with clear information.
• Maintain SLA adherence for response and resolution times and ticket quality.
• Communicate clearly with end users throughout the ticket lifecycle and provide timely updates.
• Participate in training and knowledge sharing to stay current with systems and procedures.

Skills

Customer service

Technical support

IT concepts

Windows OS

MS Office

Education

High school diploma or GED

Tools

ITSM ticketing system

Remote support tools (RDP)

Job description

Spry Methods is seeking a Call Center Operator - Swing Shift to serve as the first point of contact for IT support requests from government end users, handling calls, emails, chat, and tickets with professionalism and empathy.

You will perform initial triage and troubleshooting, document resolutions, and follow SOPs to resolve Tier 1 issues while adhering to SLAs. This role requires a 4x10 swing shift and a Public Trust eligibility.