Call Center Operator (Swing shift) with Security Clearance
The Call Center Operator provides frontline IT support to government end users, handling inquiries via phone, email, chat, and ticketing systems during swing shifts. This role requires delivering professional, efficient customer service while troubleshooting common IT issues and escalating complex problems, ensuring adherence to service standards and security policies in a fast-paced government environment.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
What You’ll Do
The Call Center Operator serves as the frontline contact for end users seeking IT support for a confidential client supporting government programs. You will deliver courteous, efficient Tier 1 technical support across phone, email, chat, and ticketing systems, following established scripts, SOPs, and service-level agreements.
- Serve as the first point of contact for end users via phone, email, chat, and web portal.
- Triage and troubleshoot common issues: password resets, account unlocks, software installation/configuration, basic hardware and network connectivity, and printer support.
- Log and document incidents, actions, and resolutions clearly and promptly in the ITSM ticketing system.
- Resolve Tier 1 issues at point-of-contact when possible; escalate accurately when needed to Tier 2/3 teams with complete context.
- Maintain SLA adherence for response and resolution times and meet call/ticket quality targets.
- Provide timely status updates and follow-up to users for open or escalated tickets.
- Participate in team huddles, training, and knowledge-sharing; flag and help update outdated knowledge base articles.
- Communicate professionally and empathetically with users of varying technical skill levels.
- Report recurring issues and trends to supervisors to improve processes and reduce repeat incidents.
- Adhere to federal and client security policies; ability to obtain a government security clearance may be required.
Who We’re Looking For
This role fits someone with strong customer-service instincts, foundational IT knowledge, and the ability to perform consistently on a repeating swing shift schedule.
- High school diploma or GED required; Associate’s or Bachelor’s degree in IT, Business, or related field preferred.
- 1+ year in a call center, help desk, technical support, or customer service role.
- Familiarity with Windows OS, Microsoft Office, Active Directory basics, and common end-user support tasks.
- Clear written and verbal English communication skills and strong attention to detail.
- Strong time management and ability to multitask (calls, tickets, queue monitoring) in a fast-paced environment.
- Ability to obtain and maintain a government security clearance as required.
Preferred Qualifications
- Prior experience supporting federal government or government-contractor environments.
- Experience in a multi-channel call center (phone, email, chat).
- Familiarity with ITSM platforms (ServiceNow, Remedy, etc.).
- Certifications such as CompTIA A+, Network+, ITIL Foundation, or HDI-CSR.
- Active government clearance (Secret or higher) is a plus.
- Experience with remote desktop tools (RDP, SCCM) and MFA/identity platforms.
- Bilingual capabilities are a plus.
Schedule & Location
- Swing shift: 11:30 AM – 9:30 PM, operating on a 4-on/4-off rotation of 10-hour shifts.
- Role is remote-eligible (telecommute) but supports a Nashville, TN-based program; candidates should be able to work the listed shift and, if required, support on-site activities or clearance requirements tied to the Nashville area.
Compensation & Benefits
- Estimated pay: $72,698 per year (estimated).
- Competitive benefits package typically includes health, dental, and vision insurance; 401(k) with company match; flexible spending accounts; paid holidays; and paid time off.
EEO & Accommodations
Careertakes and our client welcome applicants from all backgrounds. Reasonable accommodations are available for candidates with disabilities or who require assistance during the application process. If you need an accommodation, please indicate that in your application.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind.
To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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