Help Desk Associate 2

Telos • Ashburn, VA

17h • Hybrid

About The Position

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.

Requirements

• High school diploma or equivalent (GED).
• 1–2 year of experience in customer service, help desk, call center, or retail.
• Clear, professional verbal and written communication skills.
• Typing speed of 30–40 WPM.
• Basic ability to troubleshoot computers, USB connected devices, and common applications.
• Ability to explain technical steps in simple, understandable language.
• Strong attention to detail—especially when documenting calls or performing QA enrollment reviews.
• Basic understanding of quality assurance concepts (accuracy, consistency, compliance).
• Patience and customer-centered mindset.
• Ability to handle high call volumes and difficult customer interactions.
• Team player with a positive attitude.
• Adaptability to frequent updates, new products, or changing procedures
• Self-motivated, disciplined, and dependable.
• 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.

Nice To Haves

• Advanced specialized technical or customer support training a plus.

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.

Benefits

• Telos offers an excellent compensation package with benefits that include generous paid time off, medical, dental, vision, tuition reimbursement, and 401k.
• Telos offers excellent compensation packages including salary commensurate with experience and benefits to meet your needs for today and the future.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED