Location: Ashburn,VA, USA
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 solution and the integrity of our people. Explore what you can bring to our solutions in information assurance, secure networks, secure enterprise messaging, and identity management.
This role supports the Transportation Security Administration (TSA) Designated Aviation Channeling (DAC) and Federal Bureau of Investigation (FBI) Channeling programs. The DAC services supports the aviation industry with conducting aviation workers' required background checks, ensuring the safety and security of U.S. airports and air carriers. Telos ID is an authorized FBI Channeler that obtains certified Identity History Summary Check reports by digitally submitting fingerprints to the FBI for qualifying individuals interested in acquiring a copy of their current IdHSC record for approved purposes.
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, with a hybrid work schedule, three days in office, two days remote.
Responsibilities:
* Provide first-level support for inbound and outbound calls, emails, and voicemails related to hardware, software, networks and applications.
* Identify and escalate issues that cannot be resolved at first contact to Tier 2 support or higher levels of management.
* Diagnose and resolve technical issues reported by users via phone or email according to established KPI's.
* Assist with the installation, configuration and maintenance of software and hardware.
* Utilize Service Now (SNOW) to track, prioritize, and document support requests.
* Guide users in the proper use of hardware and software, including providing training and best practices.
* Assist with inventory of hardware and software assets.
* Work collaboratively with IT team to provide support on user accounts, and other system maintenance.
* Provide level two diagnostic support over the phone and via remote connections.
* Ensure a high level of customer satisfaction through effective communication and support.
* Gather user feedback to improve help desk DAC processes and services.
* Conduct and participate in user working groups and document issues raised.
* Work cooperatively with other Telos Corporation employees, , government agencies, and industry partners.
* Operations maybe 24/7.
* Perform other related duties as necessary.
Job Requirements
Qualifications:
* Must be able to obtain the required security clearance for this position. (TSA/FBI)
* A High School diploma plus advanced training.
* 1+ years of experience with Microsoft Office programs (Word, Excel, PowerPoint, and Outlook) is required.
* Candidate must be able to work in a fast-paced environment, with attention to detail, and be able to multi-task.
* Effective communication skills (verbal and written) and the ability to interact professionally with other Telos employees, government agencies, and industry partners.
* Must be able to work a designated 8-hour shift between the hours of 8 am and 8 pm EST M-F, with the ability to help cover other shifts as needed.
* Experience working with PCs, laptops, printers, mobile devices, digital scanners, and copiers is preferred
* Experience with customer service and help desk support is preferred.
* Experience with help desk software ticketing systems is preferred.
* Strong organizational skills are preferred.
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 an excellent compensation package including salary commensurate with experience and benefits to meet your needs for today and the future.
Telos and its subsidiaries are an Affirmative Action/Equal Opportunity Employer encouraging women, minorities, individuals with disabilities, and veterans to apply.
Job Type
Full-Time
Location
Ashburn, VA 20147 US (Primary)
Telos offers an excellent compensation packages including salary commensurate with experience and benefits to meet your needs for today and the future. Telos and its subsidiaries are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.