Call Center Operator (Swing shift) with Security Clearance

Koniag Services Inc., a Koniag Government Services company, is seeking a dedicated and customer-focused Call Center Operator (Swing 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 position is swing shift 11:30 am - 9:30 pm (4 On/4

Off/10hr shifts). We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more. Position

Description:

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.

Principal responsibilities will include but are not limited to:
* 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.

Education and Experience:

Required:

* High school diploma or GED required;
Associate's or Bachelor's degree in Information Technology, Business Administration, or a related field preferred.
* 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. 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 Service Now, Remedy, or equivalent systems. Required Skills and

Competencies:

* 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…