Night Shift Government IT Support Operator

Spry Methods, Inc.; Nashville (TN); On-site; USD 36,000 - 48,000; Full time

Job summary

Spry Methods is seeking a Night Shift Call Center Operator to serve as the first point of contact for government end users, delivering professional IT support overnight in Nashville. You will triage issues, document resolutions, and hand off escalations to Tier 2/3 as needed.

The role requires at least 1 year in a call center or help desk, strong communication, and basic IT knowledge (Windows/Microsoft Office). A U.S.

Qualifications

• U.S. Public Trust or ability to obtain and maintain
• U.S. Citizenship or lawful permanent residency (Green Card) per customer requirements
• 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 (account management, hardware, software, resets)
• Strong written and verbal communication with varying technical levels
• Experience documenting incidents in an ITSM system
• Ability to follow procedures, knowledge articles, and SOPs
• Attention to detail, organization, and multitasking in fast-paced environments
• Proficiency with Microsoft Office (Word, Excel, Outlook) and collaboration tools
• Ability to work independently and in a team, with good attendance

Responsibilities

• Serve as the first contact for government end users via phone, email, chat, or portal
• Document issues and resolutions in the ITSM system, ensuring accuracy
• Perform initial triage and basic IT issue troubleshooting (password resets, unlocks, software/hardware issues)
• Follow scripts and SOPs to resolve Tier 1 issues and minimize escalations
• Categorize and route escalated tickets to Tier 2/3 with clear information
• Maintain SLA adherence for response and resolution times
• Provide timely status updates and follow-ups to users
• Participate in team huddles and training to stay current on supported systems
• Maintain professionalism, empathy, and security compliance during interactions

Skills

Strong communication

Customer service

Technical troubleshooting

Windows knowledge

IT concepts

ITSM documentation

Time management

Team collaboration

SLA adherence

Multitasking

Education

High school diploma or GED

Tools

ITSM ticketing system

Microsoft Office Suite

Remote Desktop Protocol (RDP)

Job description

Spry Methods is seeking a Night Shift Call Center Operator to serve as the first point of contact for government end users, delivering professional IT support overnight in Nashville. You will triage issues, document resolutions, and hand off escalations to Tier 2/3 as needed.

The role requires at least 1 year in a call center or help desk, strong communication, and basic IT knowledge (Windows/Microsoft Office). A U.S.