Call Center Operator - Night Shift

Company Overview

Spry Methods is a proven provider of mission-focused technology, cybersecurity, and program management solutions supporting critical Federal missions. We specialize in delivering integrated, high-impact solutions across cyber operations, enterprise resource management, and mission support services. Our culture emphasizes collaboration, accountability, and innovation - empowering our teams to deliver meaningful outcomes in complex, high-security environments.

Who We're Looking For (Position Overview)

What Your Day-To-Day Looks Like (Position Responsibilities)

• Must be able to work rotating 4x10 Night Shift 8:30pm-7:00am
• 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.

What You Need to Succeed (Minimum Requirements)

• Active Public Trust or ability to obtain and maintain a U.S. Government Public Trust.
• U.S. Citizenship or lawful permanent residency (Green Card) in accordance with customer requirements.
• High school diploma or GED required.
• Minimum of one (1) year of experience in a call center, help desk, customer service, or technical support environment.
• Basic knowledge of IT concepts and end-user support, including account management, hardware troubleshooting, software support, and password resets.
• Strong written and verbal communication skills with the ability to effectively support users with varying levels of technical expertise.
• Demonstrated customer service skills and a professional, patient, and solution-oriented approach.
• Working knowledge of Microsoft Windows operating systems and Microsoft Office applications.
• Experience documenting incidents and service requests in an ITSM ticketing system.
• Ability to follow established procedures, knowledge articles, and standard operating procedures (SOPs).
• Strong attention to detail, organizational skills, and ability to manage multiple tasks in a fast-paced environment.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and collaboration tools such as Microsoft Teams.
• Ability to work independently and as part of a team in a customer-focused support environment.
• Strong time management skills with the ability to meet schedule and attendance requirements.

Ideally, You Also Have (Preferred Qualifications)

• Active Secret clearance or higher.
• ITIL Foundation certification or familiarity with ITIL service management principles.
• CompTIA A+, Network+, or other relevant entry-level IT certifications.
• HDI Customer Service Representative (HDI-CSR) certification or equivalent customer support certification.
• Experience supporting federal government customers or working in a regulated government environment.
• Familiarity with remote support tools, including Remote Desktop Protocol (RDP), Microsoft SCCM, or similar platforms.
• Experience supporting multi-factor authentication (MFA) solutions and identity/access management processes.
• Knowledge of federal IT security policies, cybersecurity best practices, and end-user security awareness principles.
• Bilingual communication skills.Experience providing support in a high-volume call center or enterprise service desk environment.