Call Center Operator

Are you a dependable, detail-oriented communicator who performs with calm and precision when it matters most? Join ITCON Services, a forward-thinking consulting firm delivering innovative technology and management solutions that exceed customer expectations.

We are seeking dedicated Call Center Operators to support emergency communication services for the National Institutes of Health (NIH) Call Center at the Center for Information Technology (CIT) in Bethesda, MD. In this role, you'll serve as the first point of contact for incoming communications—managing high-volume calls and ensuring timely, accurate handling of both emergency and non-emergency requests in accordance with established protocols.

Available shift options include: 7:00 AM – 4:00 PM, 8:00 AM – 5:00 PM, 9:00 AM – 6:00 PM, 3:00 PM – 11:00 PM, and 11:00 PM – 7:00 AM, Monday through Friday.

If you thrive in a fast-paced, mission-driven environment and take pride in delivering exceptional service every time, we encourage you to apply.

• Serve as the first point of contact for incoming communications, answering and processing high-volume inbound and outbound calls
• Perform emergency call handling, paging, and notification services with speed and accuracy
• Provide directory assistance and call routing across NIH institutes
• Support implementation of TTY services for hearing-impaired callers
• Support implementation of language interpretation services
• Use call center systems for call routing, messaging, and scheduling
• Maintain accurate logs and documentation in accordance with established protocols
• Follow all emergency and non-emergency procedures with consistency and professionalism

• 2+ years of call center or customer service experience
• Strong verbal communication skills with the ability to perform in a high-volume environment
• Ability to follow established emergency and non-emergency protocols with precision
• U.S. Citizenship required
• Ability to obtain and maintain a Tier 2 (Public Trust) clearance

• Telephony or switchboard experience
• Experience in a medical or emergency call center environment
• Familiarity with Avaya or similar call center platforms

• High school diploma or equivalent required

All personnel must successfully complete a Tier 2 Public Trust background investigation. On-site presence at the NIH facility in Bethesda, MD is required — remote work is not available for this role.

If you're ready to play a vital role in supporting the NIH research community and keeping critical communications running without interruption, apply today!