Night Shift IT Support Desk Operator

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

Job summary

Spry Methods, Inc. is seeking a Call Center Operator for the night shift to support government end users. You will be the first point of contact via phone, email, chat, or portal, delivering courteous, efficient IT support and documenting issues in the ITSM system.

You will triage common IT problems, follow SOPs, and route escalations to Tier 2/3 as needed, while adhering to SLAs and maintaining high customer service standards.

Qualifications

• Active Public Trust or ability to obtain.
• U.S. citizenship or permanent residency as required.
• High school diploma or GED.
• 1 year in call center/help desk/customer support.
• Basic IT concepts and end-user support.
• Strong written and verbal communication skills.
• Proficient with Windows and MS Office.
• Experience documenting incidents in ITSM.
• Ability to follow SOPs and KBs.
• Detail-oriented with multitasking ability.

Responsibilities

• Serve as first contact for government end users via phone/email/chat.
• Document issues and resolutions in ITSM per SOPs.
• Perform initial triage and basic IT troubleshooting.
• Escalate to Tier 2/3 when needed with proper info.
• Meet SLA response and resolution targets.
• Provide timely status updates to users.

Skills

Public Trust

U.S. Citizenship

Customer service

Windows proficiency

ITSM familiarity

Password resets

Communication skills

Team collaboration

Time management

Education

High School Diploma

Tools

ITSM software

Job description

Spry Methods, Inc. is seeking a Call Center Operator for the night shift to support government end users. You will be the first point of contact via phone, email, chat, or portal, delivering courteous, efficient IT support and documenting issues in the ITSM system.

You will triage common IT problems, follow SOPs, and route escalations to Tier 2/3 as needed, while adhering to SLAs and maintaining high customer service standards.