Help Desk Associate 2

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 Ashburn, VA.

Responsibilities:

• Provide friendly, professional customer service via phone, chat, or email.
• Diagnose and troubleshoot basic technical issues (passwords, connectivity, device setup, app support).
• Follow scripts, knowledge-base articles, and standard operating procedures to resolve customer concerns.
• Document all customer interactions accurately in the CRM/ticketing system.
• Escalate complex technical issues to higher-level support when needed.
• Maintain strong productivity metrics (AHT, CSAT, QA, and schedule adherence).
• Work independently in an onsite, hybrid or remote environment while staying connected with your team.
• Follow internal auditing procedures to ensure compliance with policies, security requirements, and customer privacy standards.
• Participate in ongoing training to stay updated on new products, services, and processes.
• Reliable high-speed internet when working remote or hybrid.
• Ability to set up company-provided equipment (laptop, headset, etc.).
• Comfortable using video conferencing tools (Slack, Zoom) and softphone/VoIP systems.
• Self-motivated and able to work independently without close supervision.
• Willingness to work various shifts (evenings, weekends, or holidays depending on business needs).
• Reliable attendance and punctuality.