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.

 

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.