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.