Call Center Operator (IT Support)

TL;DR

Call Center Operator (IT Support): Providing Tier 1 technical support for government end users through phone, email, chat, and ticketing systems with an accent on troubleshooting, ITSM documentation, and customer service. Focus on resolving account, software, hardware, network, and printer issues during a rotating 4x10 swing shift while meeting SLA and security requirements.

Location: On-site in Nashville, Tennessee, United States. Rotating 4x10 swing shift from 12:30 p.m. to 11:00 p.m. U.S. citizenship or lawful permanent residency and an active Public Trust or ability to obtain one are required.

Company

hirify.global provides technology and support services for government and national security customers.

What you will do

• Serve as the first point of contact for government end users across phone, email, chat, and web portal channels.
• Triage and troubleshoot Tier 1 issues involving passwords, accounts, software, hardware, networks, printers, and related end-user services.
• Document incidents and service requests accurately in the ITSM system and meet response, resolution, and documentation SLAs.
• Categorize, prioritize, and route unresolved tickets to Tier 2 or Tier 3 teams with complete information.
• Provide status updates, follow up on escalated issues, and maintain a professional and empathetic customer experience.
• Identify recurring issues, contribute to knowledge base updates, and share trends with team leads and supervisors.

Requirements

• U.S. citizenship or lawful permanent residency is required.
• Active Public Trust or ability to obtain and maintain a U.S. Government Public Trust is required.
• High school diploma or GED and at least one year of call center, help desk, customer service, or technical support experience.
• Basic knowledge of IT concepts, account management, hardware troubleshooting, software support, and password resets.
• Working knowledge of Microsoft Windows, Microsoft Office, Microsoft Teams, and ITSM ticketing systems.
• Strong communication, organization, attention to detail, time management, and ability to follow procedures in a high-volume environment.

Nice to have

• Active Secret clearance or higher.
• ITIL Foundation, CompTIA A+, Network+, or HDI-CSR certification.
• Federal government or regulated-environment support experience.
• Experience with RDP, Microsoft SCCM, MFA solutions, identity and access management, or federal IT security policies.
• Bilingual communication skills and enterprise service desk experience.

Culture & Benefits

• Customer-focused support environment serving government end users.
• Structured procedures, knowledge articles, SOPs, team huddles, training, and knowledge-sharing activities.
• Performance expectations include call handling, ticket quality, customer satisfaction, and schedule adherence.
• Work is performed on-site on a rotating swing-shift schedule.