Help Desk Associate 4

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The most security-conscious organizations trust Telos Corporation to protect their vital IT assets. The reputation of our company rests on the quality of our solutions and the integrity of our people. Explore what you can bring to our solutions in the areas of cyber, cloud and enterprise security.

Be a part of the Telos culture and see what sets us apart! Telos offers an excellent compensation package with benefits that include generous paid time off, medical, dental, vision, tuition reimbursement, and 401k. Our employees enjoy more than just a great work environment!

This position will be based in our HQ located in Ashburn, VA and can be hybrid or remote.

Must be able to obtain a TSA clearance for this position.

Responsibilities:

• Manage inbound and outbound calls, emails, and voicemails from customers.
• Provide technical assistance and guidance to our partners/customers on how to use our application.
• Opening trouble tickets, assisting customers/partners and resolving problems in a professional and timely manner and escalate to other team members as needed.
• Document, track, monitor and follow up on problems/inquiries to ensure resolution in a timely manner.
• Troubleshoot, diagnose and repair desktop hardware and software problems.
• Install and support Windows-based workstations.
• Install and maintain tablets, photo devices, finger print and document scanners.
• Provide level two diagnostic support over the phone and via remote connections.
• Provide level one network troubleshooting for physical and logical connectivity issues.
• Work cooperatively with other Telos Corporation and Telos ID employees, and other industry partners.
• May assist and train less experienced personnel.
• Perform over the phone support and remote equipment access to prioritize and resolve system problems.
• Diagnose and resolve post installation technical issues during launch and replacement equipment cycles.
• Document all interactions, issues and solutions in Service Now.
• Determine severity and complexity of issues and escalate to appropriate resolution path.

Job Requirements:

Qualifications:

• High School plus advanced training, and 4 - 5 years of experience.
• 4+ years' experience with customer service and helpdesk support is preferred.
• Must be able to obtain the required security clearance for this position.
• 1+ years of experience with Microsoft Office programs (Word, Excel, PowerPoint, and Outlook) is required.
• Experience working with PCs, laptops, printers, mobile devices, digital scanners, and copiers is preferred.
• Experience with helpdesk software ticketing systems is preferred.
• Experience with client technical support and equipment troubleshooting.
• Ability to handle multiple tasks and prioritize effectively.
• A professional attitude regarding attention to detail and customer service with excellent organizational skills.
• Effective communication skills and the ability to interact professionally with a diverse group of clients and staff.
• Must be a team player and be able to work simultaneously with other help desk associates.
• The successful candidate must meet eligibility requirements to access sensitive information, which requires US citizenship.

The successful candidate must meet eligibility requirements to access sensitive information, which requires US citizenship.

Telos maintains a drug-free workplace and will conduct drug testing on all applicants who have accepted an offer of employment

Telos Corporation participates in the E-Verify program. Therefore, any employment with Telos will also be contingent upon confirmation from the Social Security Administration (“SSA”) and/or the Department of Homeland Security (“DHS”) of your authorization to work in the United States. Telos offers excellent compensation packages including salary commensurate with experience and benefits to meet your needs for today and the future.

Telos Corporation and its subsidiaries are committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Telos Corporation will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. If you are interested in applying for an employment opportunity and feel you need a reasonable accommodation pursuant to the ADA, please contact us at View phone number on us.edajobs.com. If you require relay service assistance, please click on the following link to review information on your state's relay service:

Telos Corporation is an EEO/AA employer.