Night-Shift Federal IT Help Desk Operator

Sprymethods; Nashville (TN); On-site; USD 25,000 - 39,000; Full time

Job summary

Spry Methods is seeking a Call Center Operator - Night Shift to support government end users and resolve IT issues in a fast-paced environment. You will handle phone, email, chat, and ticketing interactions, perform initial triage, document resolutions, and escalate when needed.

The role requires rotating 4x10 night shifts 8:30pm–7:00am, strong communication, attention to detail, and adherence to security policies. A high school diploma and 1 year in a call center or help desk are expected.

Qualifications

• 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, hardware troubleshooting, software support, and password resets.
• Strong written and verbal communication skills with the ability to effectively support users with varying levels of technical expertise.
• 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.

Responsibilities

• Serve as the first point of contact for government end users via phone, email, chat, or web portal, delivering professional, courteous, and efficient support interactions.
• Perform initial triage and troubleshooting of common IT issues including password resets, account unlocks, software installation and configuration, hardware troubleshooting, network connectivity issues, and printer support.
• Follow established call handling scripts, knowledge base articles, and SOPs to resolve Tier 1 IT support issues at the point of contact whenever possible, minimizing escalation.
• Accurately categorize, prioritize, and route tickets that cannot be resolved at Tier 1 to Tier 2 or Tier 3, ensuring information is captured and communicated clearly.
• Maintain SLA adherence for response times, resolution times, and ticket documentation quality throughout each shift.
• Communicate clearly with end users throughout the support lifecycle, providing timely status updates and follow-up on open or escalated tickets.
• Participate in team huddles, training sessions, and knowledge sharing to stay current on supported systems and emerging issues.
• Adhere to all applicable federal regulations, agency security policies, and call center procedures during every end user interaction.

Skills

Customer service

Communication skills

IT troubleshooting

Ticketing experience

Education

High school diploma / GED

Tools

ITSM ticketing system

Microsoft Office

Microsoft Teams

Remote Desktop

SCCM

Job description

Spry Methods is seeking a Call Center Operator - Night Shift to support government end users and resolve IT issues in a fast-paced environment. You will handle phone, email, chat, and ticketing interactions, perform initial triage, document resolutions, and escalate when needed.

The role requires rotating 4x10 night shifts 8:30pm–7:00am, strong communication, attention to detail, and adherence to security policies. A high school diploma and 1 year in a call center or help desk are expected.