Night-Shift IT Helpdesk Specialist

Method, Inc.; Nashville (TN); On-site; USD 23,000 - 25,000; Full time

Job summary

Spry Methods is seeking a Call Center Operator for the night shift to provide first-line IT support to government end users. You will troubleshoot common issues, document tickets, and follow procedures to ensure quick resolutions. You will coordinate with Tier 2/3 teams when necessary and maintain SLA compliance in a fast-paced environment.

The role requires strong communication, attention to detail, and a customer-focused approach while working 8:30pm–7:00am on rotating 4x10 schedules.

Qualifications

• Strong written and verbal communication skills.
• Proven customer service experience in a call center or help desk.
• Ability to follow procedures, document incidents, and meet SLAs.

Responsibilities

• Serve as first contact for government end users via phone, email, chat or web portal.
• Troubleshoot Tier 1 IT issues: password resets, account unlocks, software/hardware support.
• Document reports in the ITSM system and escalate when needed.
• Adhere to SOPs, call scripts, and security policies during interactions.
• Meet or exceed performance targets for call handling and ticket quality.

Education

High school diploma or GED

Tools

ITSM ticketing system

Microsoft Windows

Microsoft Office

Job description

Spry Methods is seeking a Call Center Operator for the night shift to provide first-line IT support to government end users. You will troubleshoot common issues, document tickets, and follow procedures to ensure quick resolutions. You will coordinate with Tier 2/3 teams when necessary and maintain SLA compliance in a fast-paced environment.

The role requires strong communication, attention to detail, and a customer-focused approach while working 8:30pm–7:00am on rotating 4x10 schedules.