Help Desk Associate 2

Telos Corporation is seeking a Help Desk Associate 2 to deliver friendly, professional support while diagnosing and resolving basic technical issues. This role focuses on customer communication, accurate case documentation in a CRM/ticketing system, and escalation of more complex problems.

What You’ll Do

• Provide customer service through phone, chat, or email.
• Diagnose and troubleshoot basic technical issues, including passwords, connectivity, device setup, and app support.
• Use scripts, knowledge-base articles, and standard operating procedures to resolve customer concerns.
• Document customer interactions accurately in a CRM/ticketing system.
• Escalate complex technical issues to higher-level support when needed.
• Maintain strong productivity metrics, including AHT, CSAT, QA, and schedule adherence.
• Work independently in an onsite, hybrid, or remote environment while staying connected with the team.
• Follow internal auditing procedures to support compliance with policies, security requirements, and customer privacy standards.
• Participate in ongoing training to stay current on products, services, and processes.
• Ensure reliable high-speed internet when working remotely or hybrid.
• Set up company-provided equipment such as a laptop and headset.
• Use video conferencing tools including Slack and Zoom, along with softphone/VoIP systems.
• Work with a self-directed approach without close supervision.
• Support varying shifts based on business needs, including evenings, weekends, and holidays.
• Maintain reliable attendance and punctuality.

Requirements

• High school diploma or equivalent (GED). Advanced specialized technical or customer support training is a plus.
• 1–2 years 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 troubleshooting ability for computers, USB connected devices, and common applications.
• Ability to explain technical steps in simple, understandable language.
• Strong attention to detail, particularly when documenting calls or performing QA enrollment reviews.
• Basic understanding of quality assurance concepts, including accuracy, consistency, and compliance.
• Patience and a 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, and changing procedures.
• Self-motivated, disciplined, and dependable.

Technologies

• Slack
• Zoom
• Softphone/VoIP systems
• CRM/ticketing system

Benefits

• Generous paid time off
• Medical
• Dental
• Vision
• Tuition reimbursement
• 401k

Location and Work Model

Ashburn, VA (hybrid)

Eligibility and Compliance

• Candidates must meet eligibility requirements to access sensitive information, which requires US citizenship.
• Telos maintains a drug-free workplace and will conduct drug testing on applicants who have accepted an offer of employment.
• Telos Corporation participates in the E-Verify program. Employment is contingent upon confirmation from the Social Security Administration (SSA) and/or the Department of Homeland Security (DHS) of authorization to work in the United States.

Equal Opportunity and Accommodations

• Telos Corporation and its subsidiaries are committed to equal opportunity for all applicants and employees 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.
• Reasonable accommodations will be provided for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless doing so would impose an undue hardship.
• For ADA-related reasonable accommodation requests, contact 1-800-283-1911.
• If relay service assistance is needed, review information for your state at https://www.fcc.gov/accessibility.
• Telos Corporation is an EEO/AA employer.