Night-Shift IT Helpdesk Operator

Spry Methods

Nashville (TN)

On-site

USD 23,000 - 25,000

Full time

14 days+

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Job summary

Spry Methods is seeking a Call Center Operator for night shift to serve as the first point of contact for government end users, providing professional IT support via phone, email, chat, and web portal. You will document issues in the ITSM system, perform initial triage, and follow SOPs to resolve Tier 1 issues while escalating complex cases as needed.

The role requires rotating 4x10 night shifts (8:30pm–7:00am), strong communication skills, and a customer-focused mindset.

Qualifications

Minimum one year experience in call center, help desk, customer service, or technical support environment.
Strong written and verbal communication skills.
Working knowledge of Microsoft Windows and Microsoft Office applications.
Experience documenting incidents and service requests in an ITSM ticketing system.
Ability to follow established procedures, knowledge articles, and SOPs.

Responsibilities

Serve as the first point of contact for government end users via phone, email, chat, or web portal.
Document issues and resolutions in ITSM ticketing system.
Initial triage and troubleshooting of common IT issues (password resets, account unlocks, software/hardware support).
Follow call handling scripts and SOPs to resolve Tier 1 issues.
Escalate unresolved issues to Tier 2 or 3 with proper information.
Adhere to SLA requirements and maintain ticket documentation quality.
Communicate status updates and follow-up on open or escalated tickets.
Participate in team trainings and knowledge sharing.