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.
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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).