Help Desk Associate 2

Telos Corp.; Ashburn (VA); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Generous paid time off

Medical, dental, vision insurance

Tuition reimbursement

401k

Job summary

Telos Corporation, based in Ashburn, VA, seeks a dedicated customer service associate to support users via phone, chat, or email. You will diagnose common technical issues, follow SOPs, and document interactions in the CRM/ticketing system to help maintain high customer satisfaction.

The role offers hybrid/remote work options, competitive benefits, and opportunities for ongoing training to stay current with Telos products and processes.

Qualifications

• High school diploma or equivalent; technical/cust support training a plus.
• 1–2 years in customer service, help desk, call center, or retail.
• Clear, professional verbal and written communication skills.

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 SOPs to resolve customer concerns.
• Document all customer interactions accurately in the CRM/ticketing system.
• Escalate complex issues to higher-level support when needed.
• Maintain productivity metrics (AHT, CSAT, QA, schedule adherence).
• Work onsite, hybrid, or remote while staying connected with your team.
• Follow auditing procedures to ensure compliance with policies and privacy standards.

Skills

Customer service

Help desk

Communication skills

Typing 30-40 WPM

Problem solving

Team player

Education

High school diploma or equivalent

Tools

CRM software

Ticketing system

Slack

Zoom

Softphone/VoIP

Job description

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.

Job Requirements:

• High school diploma or equivalent (GED). Advanced specialized technical or customer support training a plus.
• 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. Telos offers excellent compensation packages including salary commensurate with experience and benefits to meet your needs for today and the future.

Telos Corporation and its subsidiaries are committed to equal opportunity for all, 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. Telos Corporation will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. If you are interested in applying for an employment opportunity and feel you need a reasonable accommodation pursuant to the ADA, please contact us at 1-800-283-1911. If you require relay service assistance, please click on the following link to review information on your state's relay service: https://www.fcc.gov/accessibility.

Telos Corporation is an EEO/AA employer.

Full-Time

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.