Call Center Operator Night Shift Federal IT Support
Overview
You will serve as the first point of contact for government end users in a high-volume IT call center, resolving Tier 1 issues during the night shift. You will join a team of technical support specialists collaborating with Tier 2 and Tier 3 teams to ensure timely resolution. This role requires a Public Trust clearance and offers the opportunity to work in a mission-focused federal environment with ITIL and CompTIA certifications valued.
What You'll Do10
- 1Answer incoming calls and respond to tickets via phone, email, chat, or web portal, documenting all issues in the ITSM ticketing system.
- 2Perform initial triage on password resets, account unlocks, software installation, hardware troubleshooting, network connectivity, and printer support.
- 3Resolve Tier 1 issues at first contact using scripts, knowledge base articles, and SOPs to minimize escalations.
- 4Categorize and route unresolved tickets to Tier 2 or Tier 3 teams with complete details.
- 5Maintain SLA compliance for response times, resolution times, and ticket documentation quality.
- 6Communicate status updates and follow up on open or escalated tickets to ensure end user satisfaction.
- 7Participate in team huddles and training to stay current on supported systems and procedures.
- 8Adhere to federal regulations and security policies during every interaction.
- 9Flag outdated knowledge base articles and suggest updates based on call trends.
- 10Meet performance targets including call handling metrics, ticket quality, and customer satisfaction ratings.
Requirements10
- 1Active Public Trust or ability to obtain and maintain a U.S. Government Public Trust.
- 2U.S. Citizenship or lawful permanent residency (Green Card).
- 3High school diploma or GED.
- 41+ year in a call center, help desk, customer service, or technical support environment.
- 5Basic knowledge of IT concepts: account management, hardware troubleshooting, software support, and password resets.
- 6Strong communication skills with users of varying technical expertise.
- 7Working knowledge of Microsoft Windows and Microsoft Office applications.
- 8Experience documenting incidents in an ITSM ticketing system.
- 9Ability to follow established procedures and SOPs.
- 10Proficiency with Microsoft Teams and collaboration tools.
Salary Insight
$35 - $37k per year
Location
Required Skills
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