Call Center Operator (Nights) with Security Clearance
The Call Center Operator (Night Shift) provides frontline IT support and customer service to government end users, handling inquiries via phone, email, chat, and ticketing systems. This role requires troubleshooting common IT issues, documenting interactions accurately, and adhering to federal security policies while maintaining high customer satisfaction in a fast-paced, structured 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 (government contracting).
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
What You’ll Do
Confidential Client is hiring a Night Shift Call Center Operator to join an IT-focused service desk supporting government customers. This is a frontline Tier 1 support role: you’ll answer inbound requests, perform initial troubleshooting, document tickets, and escalate appropriately to keep end users productive and secure.
- Serve as the first point of contact for end users via phone, email, chat, and web portal.
- Triage and resolve common IT incidents (password resets, account unlocks, software install/config, hardware basics, network connectivity, printer support).
- Accurately document issues and resolutions in the ITSM ticketing system.
- Follow knowledge base articles, scripts, and SOPs to maximize first-contact resolution.
- Escalate incidents to Tier 2/3 with clear, actionable information when needed.
- Maintain SLA adherence for response and resolution times.
- Provide professional, patient, and empathetic communication to users of varying technical skill levels.
- Participate in team huddles, training, and continuous improvement activities.
Required Qualifications
- High school diploma or GED required (Associate’s or Bachelor’s in IT/business preferred).
- 1+ years of call center, help desk, customer service, or technical support experience.
- Basic familiarity with Windows OS, Microsoft Office, Active Directory account tasks, and common end-user IT issues.
- Strong written and verbal English communication skills.
- Proven customer-service orientation: patient, solution-focused, and professional.
- Ability to accurately document tickets and follow established procedures.
- Proficiency with Microsoft Office (Word, Excel, Outlook) and collaboration tools (e.g., Microsoft Teams).
- Ability to obtain and maintain a government security clearance as required.
Preferred (Nice-to-Have)
- Prior IT support experience in federal government or government contracting environments.
- Experience with multi-channel support (phone, email, chat) and ITSM platforms (ServiceNow, Remedy, etc.).
- Active government clearance (Secret or higher).
- CompTIA A+, Network+, ITIL Foundation, or HDI-CSR certifications.
- Familiarity with remote-support tools (RDP, SCCM) and MFA/identity management.
- Bilingual skills are a plus.
Skills & Competencies
- Strong attention to detail and adherence to SOPs.
- Ability to multitask—handle calls while updating tickets and monitoring queues.
- Reliable schedule adherence and time management (night shift focus).
- Team-oriented attitude; able to take direction and share recurring issues/trends.
- Commitment to federal-level security policies and user privacy.
Work Schedule & Location
- Night shift: 9:00 PM – 7:00 AM (4 on / 4 off; 10-hour shifts).
- Position supports Nashville, TN customers; role is listed as Telecommute-capable (remote options exist depending on client requirements). Final work location and remote eligibility will be confirmed during the hiring process.
- Must be authorized to work in the U.S.; ability to obtain government clearance may be required.
Compensation & Benefits
- Estimated pay (Adzuna estimate): $71,397 per year.
- Competitive benefits package may include health, dental, vision, 401(k) with company match, flexible spending accounts, paid holidays, and paid time off. Benefits and eligibility details will be provided by our client.
Hiring Process (What to Expect)
As a Careertakes-represented opportunity, the recruiting process uses third-party best practices: resume screening, phone/video interviews, and client-led final interviews. If selected, onboarding and employment are managed directly by our client. Ability to pass standard background checks and, if required, obtain security clearance is necessary.
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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