Customer Tech Support Rep 5-Telework

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

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 seeks the best candidate that fits into the organization culture, pace of work, and business environment. The proper candidate will oversee a team of nationwide field engineers responsible for support of hundreds of retail enrollment locations, technology equipment, software, staff, and other materials and technology. The candidate must be very well organized; able to work in a fast-paced and dynamic environment involving interactions with numerous people; have an excellent understanding of technology; and be willing travel around the country when physical presence is appropriate. Primary operations are managed out of Ashburn, VA and Las Vegas, NV.

Responsibilities:

• Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.
• Uses automated information systems to analyze routine situations.
• Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.
• Resolves problems or contacts more senior technical support as necessary.
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.
• Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.
• Maintains network diagrams and circuit records. Instructs users in the use of PCs and networks.
• May perform basic PC, PBX, and network software programming.
• Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.
• Senior IT Helpdesk position, supporting 500+ locations.
• Support for Applicants using a Website on issues with Enrolling.
• Support for the Site Operators that are working with the end customers.
• Facilitate priority call transfers to Tier 3 Helpdesk or Escalation team.
• Support incoming requests for Technical Support
• Follow pre-built scripts to help customers with their questions.
• Troubleshoot Windows PCs, mobile devices, peripherals, and/or website applications as required.
• Respond to Alerts from Automation Systems and follow process for notifications.
• Follow all necessary procedures and processes to ensure our team provides excellent customer support for our callers.

Job Requirements:

Qualifications:

• Must be able to hold a DHS EOD clearance.
• High School plus specialized training, and 5 - 6 yrs of experience
• Extensive knowledge of field.
• Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.
• Plans own work. Uses judgment within limits of standard practice.
• Only asks for supervision for unusual cases.
• Proficient with Windows Operating Systems, Cisco Anyconnect VPN, Ticket Systems, desktop hardware devices (tablets, monitors, POS devices, etc.), web and client applications, SaaS-based tools, cloud technology, etc.
• A professional, get-it-done attitude with attention to detail and customer service and excellent organizational skills
• 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 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: http://transition.fcc.gov/cgb/dro/trsphonebk.html

Telos Corporation is an EEO/AA employer.