Night Shift Government IT Help Desk Agent

Koniag; Nashville, Northern (TN, KY); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company matching

Flexible spending accounts

Paid holidays

Paid time off

Job summary

Koniag Services Inc., a Koniag Government Services company, seeks a dedicated Call Center Operator for the night shift in Nashville, TN. You will be the first contact for government end users, handling calls, emails, chats, and tickets with professionalism and empathy.

The role requires 1+ year in call center or help desk, high school diploma, and ability to obtain a government security clearance. Training and a strong benefits package accompany a 4-on/4-off/10-hr night schedule.

Qualifications

• Requires a high school diploma or GED; higher education preferred in IT or business.
• 1+ years experience in a call center, help desk, customer service, or technical support.
• Basic familiarity with IT concepts and end user support issues.

Responsibilities

• Serve as the first point of contact for government end users via phone, email, chat, or web portal, delivering professional, courteous support.
• Answer calls and respond to tickets promptly, documenting issues and resolutions in the ITSM system.
• Follow scripts, KB articles, and SOPs to provide information and support.
• Categorize, prioritize, and route calls; capture all relevant information clearly.
• Maintain SLA adherence for response and resolution times and ticket quality.
• Communicate status updates and follow up on open or escalated tickets.
• Participate in team huddles and training to stay current on systems and procedures.
• Adhere to federal regulations and security policies during every interaction.
• Maintain professionalism, patience, and empathy for users with varying technical proficiency.
• Meet or exceed individual performance targets including call handling, ticket quality, customer satisfaction, and schedule adherence.

Skills

English communication

Customer service

ITSM ticketing

Documentation

Multi-tasking

MS Office

Teamwork

Schedule adherence

Security clearance

Education

High school diploma or GED

Associate's or Bachelor's in IT/Business (preferred)

Tools

ITSM ticketing system

Microsoft Teams

Outlook / MS Office

Job description

Koniag Services Inc., a Koniag Government Services company, seeks a dedicated Call Center Operator for the night shift in Nashville, TN. You will be the first contact for government end users, handling calls, emails, chats, and tickets with professionalism and empathy.

The role requires 1+ year in call center or help desk, high school diploma, and ability to obtain a government security clearance. Training and a strong benefits package accompany a 4-on/4-off/10-hr night schedule.