Call Center Operator (Nights)

Koniag Government Services•Nashville, TN

6d•Onsite

About The Position

Koniag Services Inc., a Koniag Government Services company, is seeking a dedicated and customer-focused Call Center Operator (Night Shift) to join our IT Call Center team supporting government clients in the Nashville, Tennessee area. The ideal candidate is a dependable and enthusiastic individual with a passion for delivering exceptional customer service, a foundational understanding of IT support concepts, and the ability to thrive in a structured, fast-paced call center environment. They communicate clearly and professionally, demonstrate patience and empathy when assisting end users, and take pride in resolving issues efficiently and effectively. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee. This is a Night Shift position 9:00pm - 7:00am (4 On, 4 Off X 10 hour shifts). The Call Center Operator will serve as the first point of contact for government end users seeking IT support, providing frontline technical assistance and customer service via phone, email, chat, and ticketing systems. This individual will work as part of a collaborative call center team under the direction of a Call Center Supervisor, following established procedures and service delivery standards to ensure a consistently positive support experience for all end users.

Requirements

High school diploma or GED required
1+ years of experience in a call center, help desk, customer service, or technical support role.
Basic familiarity with IT concepts and common end user support issues including account management, hardware troubleshooting, and software support.
Strong communication skills in English – both written and oral – with the ability to explain technical concepts clearly and professionally to end users with varying levels of technical knowledge.
Demonstrated customer service skills with a patient, empathetic, and solution-oriented approach to handling end user support interactions.
Basic working knowledge of common IT systems and end user support concepts, including Windows operating systems, Microsoft Office Suite, Active Directory account management, and network connectivity troubleshooting.
Ability to accurately document support interactions, issues, and resolutions in an ITSM ticketing system in a clear, concise, and timely manner.
Strong attention to detail with the ability to follow established call handling procedures, knowledge base articles, and SOPs consistently and accurately.
Ability to manage multiple tasks simultaneously, including active call handling, ticket documentation, and queue monitoring, in a fast-paced environment.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and collaboration tools such as Microsoft Teams.
Demonstrated ability to work effectively as part of a team, taking direction from supervisors and contributing to a positive and collaborative team environment.
Strong time management and schedule adherence skills, with the ability to maintain consistent performance across all assigned shifts.
Ability to obtain and maintain a government security clearance as required.

Nice To Haves

Associate's or Bachelor's degree in Information Technology, Business Administration, or a related field preferred.
Prior experience providing IT support in a federal government or government contracting environment.
Experience working in a multi-channel call center environment handling phone, email, and chat support simultaneously.
Familiarity with ITSM ticketing platforms such as ServiceNow, Remedy, or equivalent systems.
Active government security clearance (Secret or higher).
ITIL Foundation certification or demonstrated familiarity with ITIL service management concepts.
CompTIA A+, CompTIA Network+, or equivalent entry-level IT certification.
HDI Customer Service Representative (HDI-CSR) certification or equivalent customer support certification.
Experience working in a federally regulated or government-facing customer service environment.
Familiarity with remote desktop support tools such as Remote Desktop Protocol (RDP), SCCM, or equivalent remote assistance platforms.
Experience supporting multi-factor authentication (MFA) tools and common identity management platforms.
Bilingual communication skills are a plus.
Familiarity with federal IT security policies and end user security awareness best practices.

Responsibilities

Serve as the first point of contact for government end users contacting the IT Call Center via phone, email, chat, or web portal, delivering professional, courteous, and efficient support interactions.
Answer incoming calls and respond to submitted tickets promptly, accurately documenting all reported issues, requests, and resolutions in the ITSM ticketing system in accordance with established procedures.
Perform initial triage and troubleshooting of common IT issues including but not limited to password resets, account unlocks, software installation and configuration, hardware troubleshooting, network connectivity issues, and printer support.
Follow established call handling scripts, knowledge base articles, and SOPs to resolve Tier 1 IT support issues at the point of contact whenever possible, minimizing the need for escalation.
Accurately categorize, prioritize, and route tickets that cannot be resolved at Tier 1 to the appropriate Tier 2 or Tier 3 support teams, ensuring all relevant information is captured and communicated clearly.
Maintain consistent adherence to SLA requirements for response times, resolution times, and ticket documentation quality throughout each shift.
Communicate clearly and professionally with end users throughout the support lifecycle, providing timely status updates and follow-up on open or escalated tickets as needed.
Participate in team huddles, training sessions, and knowledge sharing activities to stay current on supported systems, updated procedures, and emerging issues.
Adhere to all applicable federal regulations, agency security policies, and call center operational procedures during every end user interaction.
Maintain a high level of professionalism, patience, and empathy when assisting end users, including those with varying levels of technical proficiency.
Contribute to the maintenance and accuracy of knowledge base articles by flagging outdated information and suggesting updates based on call center experience.
Meet or exceed individual performance targets including call handling metrics, ticket quality scores, customer satisfaction ratings, and schedule adherence.
Support team leads and supervisors by communicating recurring issues, emerging trends, or systemic problems observed during call handling activities.