Help Desk Associate II: Remote/Hybrid Support

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

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.