Help Desk Technician 4-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 Helpdesk Agent / Technician to join our customer support team in a Department of Defense (DoD) environment. You will be responsible for taking technical calls from military end users with the goal of resolving the problem over the phone. Otherwise you will dispatch spare parts and track delivery / operational status of the system.

Responsibilities:

Provides Tier II and III 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 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 prioritize for proper action.
Resolves problems or contacts more senior technical support as necessary.
Supports users by fulfilling individual requests for support or replacement parts in the utilization of the various systems available.
Conducts technical research for source of information required in support of request for information related to ongoing programs.
Instructs users in the use of systems specific to the government contract.
Interacts with other team members, such as network services, engineering, and/or information systems to restore services and/or identify and correct the core problem.
Meet all contractual SLAs (service level agreements) and AQLs (acceptable quality levels).

Requirements

Qualifications:

Experience with ServiceNow is preferred but not required
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
Minimum IAT Level II certification in accordance with DoD 8570.01-M (Security+ CE certification or higher) required
High School Diploma w/ 4-5 years of experience minimum
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 and customer service and excellent organizational skills are required.

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.