IT Help Desk Operator – Swing Shift (Govt IT Support)

Spry Methods; 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 government end users requiring IT support. You will handle phone, email, chat, and tickets, perform initial triage, and document actions in the ITSM system.

The role requires rotating 4x10 swing shifts (12:30pm–11:00pm), strong communication, customer service focus, and adherence to SOPs. U.S. citizenship or Green Card and Public Trust are required.

Qualifications

• Active Public Trust or ability to obtain and maintain a U.S. Government Public Trust.
• U.S. Citizenship or lawful permanent residency (Green Card).
• High school diploma or GED.
• Minimum 1 year of experience in a call center, help desk, customer service, or technical support.
• Basic knowledge of IT concepts and end-user support, including account management, hardware troubleshooting, software support, and password resets.
• Strong written and verbal communication skills with the ability to support users with varying levels of technical proficiency.
• Demonstrated customer service skills and a professional, patient, and solution-oriented approach.
• Working knowledge of Microsoft Windows operating systems and Microsoft Office applications.
• Experience documenting incidents and service requests in an ITSM ticketing system.
• Ability to follow established procedures, knowledge articles, and standard operating procedures (SOPs).
• Strong attention to detail, organizational skills, and ability to manage multiple tasks in a fast-paced environment.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and collaboration tools such as Microsoft Teams.
• Ability to work independently and as part of a team in a customer-focused support environment.
• Strong time management skills with the ability to meet schedule and attendance requirements.

Responsibilities

• As the first point of contact for government end users via phone, email, chat, or web portal, provide professional, courteous IT support.
• As calls arrive, respond to tickets promptly and document issues and resolutions in the ITSM system.
• Perform initial triage and troubleshooting of common IT issues (password resets, unlocks, software/hardware support, network issues).
• Follow call handling scripts, KB articles, and SOPs to resolve Tier 1 issues and minimize escalations.
• Categorize and route unresolved tickets to Tier 2/3 with complete information.
• Maintain SLA adherence for response/resolution times and ticket quality.
• Communicate clearly with end users about status and follow-ups.
• Participate in training, knowledge sharing, and asset updates; stay current on supported systems.

Skills

Customer service

Communication skills

Problem solving

Time management

Team collaboration

Attention to detail

Independent work

IT concepts

Education

High school diploma or GED

Tools

ITSM ticketing system

Microsoft Windows

Microsoft Teams

Job description

Spry Methods is seeking a Call Center Operator - Swing Shift to serve as the first point of contact for government end users requiring IT support. You will handle phone, email, chat, and tickets, perform initial triage, and document actions in the ITSM system.

The role requires rotating 4x10 swing shifts (12:30pm–11:00pm), strong communication, customer service focus, and adherence to SOPs. U.S. citizenship or Green Card and Public Trust are required.