Call Center Operator - Night Shift

TL;DR

Call Center Operator - Night Shift (IT Support): Providing Tier 1 technical support to government end users through phone, email, chat, and web-based ticketing with an accent on troubleshooting, accurate ITSM documentation, and SLA adherence. Focus on resolving account, software, hardware, network, and printer issues, routing escalations correctly, and maintaining secure, high-quality support operations.

Location: On-site in Nashville, Tennessee, United States. Must be able to work a rotating 4x10 night shift from 8:30 p.m. to 7:00 a.m.

Company

hirify.global supports government end users through IT call center operations within its Intel/National Security department.

What you will do

• Serve as the first point of contact for government end users through phone, email, chat, and web portal channels.
• Perform Tier 1 troubleshooting for password resets, account unlocks, software, hardware, network connectivity, and printer issues.
• Document, categorize, prioritize, and route incidents and service requests in the ITSM ticketing system.
• Follow scripts, knowledge base articles, SOPs, federal regulations, and agency security policies.
• Provide status updates, follow up on escalated tickets, and maintain professional and empathetic communication.
• Track performance targets, identify recurring issues, and contribute to knowledge base improvements and team knowledge sharing.

Requirements

• U.S. citizenship or lawful permanent residency is required in accordance with customer requirements.
• Active Public Trust or the ability to obtain and maintain a U.S. Government Public Trust is required.
• High school diploma or GED.
• At least one year of experience in a call center, help desk, customer service, or technical support environment.
• Basic IT knowledge, including account management, hardware and software support, password resets, and incident documentation.
• Working knowledge of Microsoft Windows, Microsoft Office, Microsoft Teams, ITSM systems, established procedures, and SOPs.

Nice to have

• Active Secret clearance or higher.
• ITIL Foundation, CompTIA A+, Network+, or HDI-CSR certification.
• Experience supporting federal government customers or regulated environments.
• Familiarity with RDP, Microsoft SCCM, MFA solutions, identity and access management, and federal IT security practices.
• Bilingual communication skills and experience in a high-volume call center or enterprise service desk.

Culture & Benefits

• Customer-focused support environment with opportunities for independent and collaborative work.
• Team huddles, training sessions, and knowledge-sharing activities support ongoing learning.
• Performance is measured through call handling, ticket quality, customer satisfaction, and schedule adherence.
• Work follows federal regulations, agency security policies, and defined call center procedures.