Help Desk Coordinator-ITG

Telos • Ashburn, Virginia, United States • 3w ago

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 solution and the integrity of our people. Explore what you can bring to our solutions in information assurance, secure networks, secure enterprise messaging, and identity management.

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!

We are seeking a detail-oriented Helpdesk Coordinator to join our team in a Department of Defense (DoD) environment. You will be responsible for monitoring all helpdesk tickets, SLAs, and AQLs to ensure that we meet contractual requirements for customer service. You will also be responsible for monthly reports, trend analysis, and growing the knowledge base.

Key Responsibilities:

Determine severity and complexity of a reported issue and if necessary, escalate to the appropriate specialist.
Determine the troubleshooting workflow and organize support priorities.
Determine severity and complexity of a reported issue and escalate to the appropriate specialist.
Track all helpdesk tickets to ensure contractual support levels are being met, and notify management if the team is getting close to falling short of expectations.
Generate all monthly reports and deliverables for the customer support team, including trend analysis to highlight potential problems.
Generate all data required for contractual metrics (on time resolution, failures within 60 days, etc.).
Partners with developers and engineers to streamline resolution of reoccurring incidents.
Assist in developing continuous process improvement for support tools, troubleshooting techniques.
Collaborate and assist R&D in the testing and optimization of product support techniques and tools.
Determine the effectiveness of known solutions for the reported problem and apply these solutions as required.
Help to grow the knowledge base to provide faster resolution to end users.

Requirements

Qualifications and Skills:

Bachelor’s Degree or the equivalent combination of education, professional training, and/or work experience.
Minimum of 2-4 years of relevant experience.
An active DoD Secret Clearance is required, or the ability to obtain. Preference will be given to those applicants with an active DoD Secret Clearance. The successful candidate must meet eligibility requirements to access sensitive information, which requires US citizenship.
Strong written and verbal communications skills and the ability to interact with people at all levels are required.
A professional attitude regarding attention to detail, customer service, excellent organizational skills are required.
Ability to work independently, prioritize tasks, and meet deadlines.

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.