Call Center Operator

Company Overview Spry 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. 

Who We're Looking For (Position Overview)

Spry is seeking a customer-focused, dependable, and technically savvy professional to join our team as a Call Center Operator - Swing 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.

You 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.

What Your Day-To-Day Looks Like (Position Responsibilities)

As a Swing Shift Call Center Operator, you will:

• Must be able to work rotating 4x10 Swing Shift 12:30pm-11:00pm

• Serve 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. 

• Answer 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. 

• Perform 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. 

• Follow 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.