Help Desk Specialist - Remote/Hybrid Support

Telos Corporation; Ashburn (VA); Hybrid; USD 32,000 - 52,000; Full time

Benefits offered by this job

Paid time off

Medical insurance

Dental

Vision

Tuition reimbursement

401k

Job summary

Telos Corporation in Ashburn, VA seeks a customer service professional to provide friendly support via phone, chat, or email. You will diagnose basic issues, follow scripts, and document interactions in the CRM, while maintaining strong productivity and quality standards.

The role supports onsite, hybrid or remote work, requires US citizenship for sensitive information access, and includes a comprehensive benefits package such as PTO, medical, dental, vision, tuition reimbursement, and a 401k

Qualifications

• High school diploma or GED; specialized training a plus.
• 1–2 years in customer service, help desk, call center or retail.
• Strong verbal and written communication; able to explain tech steps simply.

Responsibilities

• Provide friendly customer service via phone, chat, or email.
• Diagnose and troubleshoot basic technical issues (passwords, connectivity, device setup, app support).
• Follow scripts and SOPs to resolve customer concerns.
• Document all interactions in the CRM/ticketing system.
• Escalate complex issues to higher-level support as needed.
• Maintain productivity metrics (AHT, CSAT, QA, schedule adherence).
• Work onsite, hybrid or remote while staying connected with the team.
• Adhere to auditing, security and privacy policies; participate in ongoing training.

Skills

Customer service

Help desk

Verbal communication

Written communication

Typing 30–40 wpm

CRM usage

Multitasking

Team player

Education

High school diploma or GED

Tools

CRM system

Ticketing system

Video conferencing tools

Job description

Telos Corporation in Ashburn, VA seeks a customer service professional to provide friendly support via phone, chat, or email. You will diagnose basic issues, follow scripts, and document interactions in the CRM, while maintaining strong productivity and quality standards.

The role supports onsite, hybrid or remote work, requires US citizenship for sensitive information access, and includes a comprehensive benefits package such as PTO, medical, dental, vision, tuition reimbursement, and a 401k