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It Call Center Jobs (NOW HIRING)

Koniag, Inc.

ServiceNow Administrator

Nashville, TN · On-site

Support the configuration and maintenance of ServiceNow modules relevant to IT Call Center operations including Incident Management, Request Management, Problem Management, Knowledge Management, and ...

Koniag, Inc.

Data Scientist (Remote)

Nashville, TN · On-site +1

Lead the end-to-end development, implementation, and ongoing refinement of advanced data science and machine learning solutions that address high-priority IT Call Center operational challenges and ...

kgs

AWS Connect Admin

Nashville, TN · Remote

$17.50 - $24/hr

The AWS Connect Administrator will be responsible for the day-to-day administration, configuration, and maintenance of the AWS Connect platform and associated AWS services supporting IT Call Center ...

Koniag, Inc.

AWS Connect Admin

Nashville, TN · On-site

$17.50 - $24/hr

The AWS Connect Administrator will be responsible for the day-to-day administration, configuration, and maintenance of the AWS Connect platform and associated AWS services supporting IT Call Center ...

kgs

ServiceNow Administrator

Nashville, TN · Remote

Support the configuration and maintenance of ServiceNow modules relevant to IT Call Center operations including Incident Management, Request Management, Problem Management, Knowledge Management, and ...

Koniag

ServiceNow Administrator

Nashville, TN · On-site

Support the configuration and maintenance of ServiceNow modules relevant to IT Call Center operations including Incident Management, Request Management, Problem Management, Knowledge Management, and ...

kgs

AWS Connect Admin

Nashville, TN · Remote

$17.50 - $24/hr

The AWS Connect Administrator will be responsible for the day-to-day administration, configuration, and maintenance of the AWS Connect platform and associated AWS services supporting IT Call Center ...

kgs

ServiceNow Administrator

Nashville, TN · Remote

Support the configuration and maintenance of ServiceNow modules relevant to IT Call Center operations including Incident Management, Request Management, Problem Management, Knowledge Management, and ...

kgs

Data Scientist (Remote)

Nashville, TN · Remote

Lead the end-to-end development, implementation, and ongoing refinement of advanced data science and machine learning solutions that address high-priority IT Call Center operational challenges and ...

Koniag Services, Inc.

$13.25 - $18.25/hr

... IT Call Center service delivery. They bring strong problem-solving skills, a proactive approach to platform administration and issue resolution, and the ability to work independently and ...

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It Call Center information

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How much do it call center jobs pay per hour?

As of Sep 9, 2026, the average hourly pay for it call center in the United States is $17.91, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $19.23 per hour, depending on experience, location, and employer.

What is an IT call center?

An IT Call Center is a centralized office where trained IT professionals provide technical support and assistance to customers or employees, usually over the phone, email, or chat. The staff help resolve issues related to computer hardware, software, networking, and other technology services. IT Call Centers are crucial for companies that rely on technology, as they ensure quick troubleshooting and minimize downtime. They also often serve as the first point of contact for reporting technical problems and can escalate issues to higher-level support if needed.

How does an IT call center representative typically collaborate with other departments to resolve technical issues?

IT Call Center representatives often work closely with technical support teams, network administrators, and sometimes software developers to address and resolve complex user issues. When a problem cannot be solved during the initial call, representatives create detailed tickets and escalate them to the appropriate teams, ensuring all relevant information is communicated. Regular follow-ups and cross-departmental meetings are common to keep everyone updated on ongoing issues. This collaborative approach helps ensure timely and effective solutions for users while providing opportunities to learn from other IT professionals.

What are the key skills and qualifications needed to thrive as an IT call center representative, and why are they important?

To thrive as an IT Call Center Representative, you need a solid understanding of computer systems, troubleshooting techniques, and customer service principles, often supported by a relevant associate degree or certifications like CompTIA A+. Familiarity with ticketing systems (such as ServiceNow), remote desktop tools, and standard office software is typically required. Strong communication skills, patience, and problem-solving abilities help you effectively address user issues and maintain a positive customer experience. These skills ensure efficient resolution of technical problems, high customer satisfaction, and smooth operation of IT support services.

What is the difference between It Call Center vs Customer Support Specialist?

AspectIt Call CenterCustomer Support Specialist
Required CredentialsHigh school diploma or equivalent; technical certificationsHigh school diploma; customer service training
Work EnvironmentCall center setting, fast-paced, team-orientedOffice or remote, customer-facing, problem-solving
Employer & Industry UsageIT companies, tech support centersRetail, service industries, tech companies
Common Search & ComparisonYesNo

The It Call Center and Customer Support Specialist roles both involve assisting customers, but the It Call Center typically focuses on technical support within a call center environment, requiring technical certifications. Customer Support Specialists often handle general inquiries and may work in various industries, with less emphasis on technical credentials. Understanding these differences helps job seekers find roles aligned with their skills and career goals.

Is it hard to work in an IT call center?

Working as an IT call center agent involves handling technical support inquiries, requiring good communication skills and basic technical knowledge. The job can be fast-paced and may involve dealing with frustrated customers, but training and familiarity with common tools like ticketing systems can help manage the workload effectively.
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What states have the most It Call Center jobs?

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It Call Center jobs near you
Infographic showing various It Call Center job openings in the United States as of August 2026, with employment types broken down into 2% As Needed, 81% Full Time, 15% Part Time, and 2% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $37,257 per year, or $17.9 per hour.

ServiceNow Administrator/Developer

Nashville, TN • On-site

Koniag, Inc.
Investment Management and Consulting Services • 501 - 1,000 employees
Learn more about Koniag, Inc.external

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 7 days ago

Job description

Koniag Services Inc., a Koniag Government Services company, is seeking a skilled and experienced ServiceNow Administrator/Developer to support the configuration, administration, development, and continuous improvement of the ServiceNow platform for our IT Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is a technically proficient and detail-oriented professional with hands-on experience administering and developing within the ServiceNow platform, a strong understanding of IT service management principles, and a demonstrated ability to translate business and operational requirements into effective ServiceNow solutions. They bring a collaborative work ethic, strong problem-solving skills, and a commitment to delivering platform solutions that enhance the efficiency and effectiveness of IT Call Center operations. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville, Tennessee.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
Position Description:
The ServiceNow Administrator/Developer will be responsible for the administration, configuration, development, and ongoing maintenance of the ServiceNow platform supporting IT Call Center operations. This individual will work closely with the Call Center Operations Manager, program leadership, and end users to gather requirements, design and implement platform solutions, and ensure the ServiceNow environment is optimized to support efficient and effective call center service delivery. Principal responsibilities will include but are not limited to:
  • Administer and maintain the ServiceNow platform, including user and group management, role assignments, access controls, and system configuration to support IT Call Center operations and contractual requirements.
  • Design, develop, and implement ServiceNow solutions including custom applications, workflows, forms, fields, business rules, client scripts, UI policies, and notifications in support of call center operational requirements.
  • Collaborate with the Call Center Operations Manager, program leadership, and end users to gather, analyze, and document business and technical requirements, translating them into effective and scalable ServiceNow platform configurations and development solutions.
  • Develop and maintain ServiceNow workflows, flow designer automations, and orchestration processes that streamline call center ticketing, routing, escalation, and resolution workflows.
  • Configure and maintain ServiceNow modules relevant to IT Call Center operations including Incident Management, Request Management, Problem Management, Knowledge Management, and Service Catalog.
  • Develop and maintain ServiceNow reporting, dashboards, and performance analytics products that provide program leadership and government stakeholders with real-time visibility into call center performance metrics and SLA compliance.
  • Perform regular platform health checks, system upgrades, patch management, and maintenance activities, ensuring the ServiceNow environment remains stable, secure, and current.
  • Develop and maintain integration solutions between ServiceNow and other enterprise systems, tools, and platforms used within the IT Call Center program environment.
  • Conduct thorough testing of all platform configurations, customizations, and development solutions prior to deployment, including unit testing, system testing, and user acceptance testing (UAT) coordination.
  • Develop and maintain comprehensive technical documentation including system design documents, configuration guides, development specifications, and platform maintenance procedures.
  • Provide Tier 2 and Tier 3 platform support to call center staff and end users, troubleshooting and resolving ServiceNow platform issues in a timely and effective manner.
  • Support the onboarding and training of call center staff on ServiceNow platform features, updated workflows, and new functionality, developing training materials and knowledge base content as needed.
  • Ensure all ServiceNow platform configurations, customizations, and development activities comply with applicable federal security requirements, agency policies, and contractual obligations.
  • Stay current on ServiceNow platform updates, new features, and industry best practices, proactively identifying opportunities to leverage new capabilities to enhance call center operations.
  • Support continuous process improvement initiatives by analyzing platform utilization data, identifying configuration inefficiencies, and recommending and implementing platform enhancements that improve operational outcomes.

Education and Experience:
Required:
  • Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree.
  • 3+ years of hands-on experience administering and developing within the ServiceNow platform in a structured IT service delivery environment.
  • Demonstrated experience configuring and developing ServiceNow modules including Incident Management, Request Management, Problem Management, Knowledge Management, and Service Catalog.
  • Experience developing ServiceNow workflows, business rules, client scripts, UI policies, and reporting solutions.
  • ServiceNow Certified System Administrator (CSA) certification.

Preferred:
  • Prior experience supporting ServiceNow administration and development functions within a federal government contracting environment.
  • Experience supporting ServiceNow implementations or enhancements for an IT call center, service desk, or IT managed services program.
  • ServiceNow Certified Application Developer (CAD) certification.

Required Skills and Competencies:
  • Strong communication skills in English - both written and oral - with the ability to gather and document technical requirements from non-technical stakeholders and communicate platform solutions and updates clearly to both technical and operational audiences.
  • Demonstrated hands-on proficiency in ServiceNow platform administration, including user management, access controls, system configuration, and platform maintenance activities.
  • Solid development skills within the ServiceNow platform, including experience with JavaScript, Glide API, Flow Designer, Business Rules, Client Scripts, UI Policies, Script Includes, and REST/SOAP API integrations.
  • Demonstrated experience configuring and optimizing ServiceNow Incident Management, Request Management, Problem Management, Knowledge Management, and Service Catalog modules in support of IT service delivery operations.
  • Proficiency in developing and maintaining ServiceNow reporting, dashboards, and Performance Analytics solutions that support SLA monitoring and operational performance visibility.
  • Strong understanding of IT service management principles and ITIL frameworks, including incident management, problem management, change management, and service request fulfillment processes.
  • Experience conducting platform testing activities including unit testing, regression testing, and UAT coordination to ensure the quality and stability of all platform configurations and development solutions prior to deployment.
  • Proficiency in developing and maintaining technical documentation including system design documents, configuration guides, and platform maintenance procedures.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint.
  • Demonstrated ability to manage multiple platform development and maintenance priorities simultaneously, meeting deadlines in a fast-paced operational environment.
  • Ability to obtain and maintain a government security clearance as required.

Desired Skills and Competencies:
  • Active government security clearance (Secret or higher).
  • ServiceNow Certified Application Developer (CAD) certification.
  • ServiceNow Certified Implementation Specialist (CIS) in one or more modules such as ITSM, ITOM, or HR Service Delivery.
  • ITIL Foundation certification or higher (ITIL Intermediate or ITIL 4 Managing Professional).
  • Experience developing ServiceNow integrations with enterprise platforms and third-party tools using REST, SOAP, and MID Server configurations.
  • Familiarity with ServiceNow IT Operations Management (ITOM), IT Asset Management (ITAM), or Security Operations (SecOps) modules.
  • Experience with ServiceNow Virtual Agent, Predictive Intelligence, or AI-driven platform capabilities.
  • Familiarity with federal IT security frameworks and compliance requirements such as NIST, FedRAMP, or FISMA as they relate to platform administration and development.
  • Experience with Agile or DevOps development methodologies as applied to ServiceNow platform development and release management.
  • Familiarity with ServiceNow Performance Analytics and advanced reporting capabilities for enterprise-level SLA and operational performance monitoring.
  • Experience supporting ServiceNow platform upgrades, patch management, and release management activities in a federal government contracting environment.
  • Knowledge of HTML, CSS, and Angular JS as they relate to ServiceNow portal and user interface development.

Our Equal Employment Opportunity Policy:
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.
Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
Koniag logo

About Koniag

Sourced by ZipRecruiter

Industry

Investment management and consulting services

Company size

501 - 1,000 Employees

Headquarters location

Kodiak, AK, US

Year founded

1972

Social media

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