{"id":91948,"url":"https://alion.io/job/spry-methods-inc-call-center-operator-night-shift","title":"Call Center Operator - Night Shift","company":{"id":6239,"name":"Spry Methods","domain":"sprymethods.com","url":"https://alion.io/company/spry-methods-inc","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":0.8,"repost_share":0,"time_to_fill_p50_days":84,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Nashville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":17,"max":18,"currency":"USD","period":"hour","gross":null,"usd_annual":36000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Outlook","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true},{"name":"Service Desk","optional":true}],"status":"live","first_seen_at":"2026-08-10T22:29:58Z","employer_posted_date":"2026-08-10","last_verified_at":"2026-11-08T17:11:45Z","board_verified":true,"closed_at":null,"days_open":89,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":89},"description":"Company Overview\nSpry 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.\nWho We're Looking For (Position Overview)\nSpry is seeking a customer-focused, dependable, and technically savvy professional to join our team as a Call Center Operator - Night Shift. The ideal candidate enjoys helping others, thrives in a fast-paced environment, and can effectively troubleshoot technical issues while delivering exceptional customer service. You are a strong communicator who remains calm under pressure, can manage multiple priorities, and is passionate about ensuring end users receive timely and effective support.\nYou should be comfortable serving as the first point of contact for IT support requests, engaging with customers through phone, email, chat, and ticketing systems. Success in this role requires strong problem-solving skills, attention to detail, the ability to follow established processes, and a commitment to delivering a positive customer experience. You work well both independently and as part of a collaborative team, take ownership of issues through resolution, and are motivated by helping users overcome technical challenges.\nWhat Your Day-To-Day Looks Like (Position Responsibilities)\nAs a Night Shift Call Center Operator, you will:\n Must be able to work rotating 4x10 Night Shift 8:30pm-7:00am\nServe 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.\n\nAnswer 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.\n\nPerform 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.\n\nFollow 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.\n\nAccurately 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.\n\nMaintain consistent adherence to SLA requirements for response times, resolution times, and ticket documentation quality throughout each shift.\n\nCommunicate clearly and professionally with end users throughout the support lifecycle, providing timely status updates and follow-up on open or escalated tickets as needed.\n\nParticipate in team huddles, training sessions, and knowledge sharing activities to stay current on supported systems, updated procedures, and emerging issues.\n\nAdhere to all applicable federal regulations, agency security policies, and call center operational procedures during every end user interaction.\n\nMaintain a high level of professionalism, patience, and empathy when assisting end users, including those with varying levels of technical proficiency.\n\nContribute to the maintenance and accuracy of knowledge base articles by flagging outdated information and suggesting updates based on call center experience.\n\nMeet or exceed individual performance targets including call handling metrics, ticket quality scores, customer satisfaction ratings, and schedule adherence.\n\nSupport team leads and supervisors by communicating recurring issues, emerging trends, or systemic problems observed during call handling activities.\n\nWhat You Need to Succeed (Minimum Requirements)\nActive Public Trust or ability to obtain and maintain a U.S. Government Public Trust.\nU.S. Citizenship or lawful permanent residency (Green Card) in accordance with customer requirements.\nHigh school diploma or GED required.\n\nMinimum of one (1) year of experience in a call center, help desk, customer service, or technical support environment.\n\nBasic knowledge of IT concepts and end-user support, including account management, hardware troubleshooting, software support, and password resets.\n\nStrong written and verbal communication skills with the ability to effectively support users with varying levels of technical expertise.\n\nDemonstrated customer service skills and a professional, patient, and solution-oriented approach.\n\nWorking knowledge of Microsoft Windows operating systems and Microsoft Office applications.\n\nExperience documenting incidents and service requests in an ITSM ticketing system.\n\nAbility to follow established procedures, knowledge articles, and standard operating procedures (SOPs).\n\nStrong attention to detail, organizational skills, and ability to manage multiple tasks in a fast-paced environment.\n\nProficiency with Microsoft Office Suite (Word, Excel, Outlook) and collaboration tools such as Microsoft Teams.\n\nAbility to work independently and as part of a team in a customer-focused support environment.\n\nStrong time management skills with the ability to meet schedule and attendance requirements.\n\nIdeally, You Also Have (Preferred Qualifications)\nActive Secret clearance or higher.\nITIL Foundation certification or familiarity with ITIL service management principles.\nCompTIA A+, Network+, or other relevant entry-level IT certifications.\nHDI Customer Service Representative (HDI-CSR) certification or equivalent customer support certification.\nExperience supporting federal government customers or working in a regulated government environment.\nFamiliarity with remote support tools, including Remote Desktop Protocol (RDP), Microsoft SCCM, or similar platforms.\nExperience supporting multi-factor authentication (MFA) solutions and identity/access management processes.\nKnowledge of federal IT security policies, cybersecurity best practices, and end-user security awareness principles.\nBilingual communication skills.Experience providing support in a high-volume call center or enterprise service desk environment.","description_format":"text","description_chars":6433,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security","IT Consulting & Digital Transformation"],"lifecycle":[{"event":"open","at":"2026-08-10T22:29:58Z"},{"event":"open","at":"2026-09-05T13:20:54Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"green card filings: 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