Help Desk Associate 3

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!

Responsibilities:

• Manage inbound and outbound calls, emails, and voicemails from customers.
• Supporting initial applicant contact through the pre-enrollment website.
• Assisting with scheduling onsite appointments.
• Resolving questions about the TSA PreCheck® Program Enrollment process.
• Escalating tickets to the TSA Tier 2 Support Team.
• Verifying applicant provided acceptable documents.
• Reviewing enrollments for completeness.
• Providing Applicant Statuses.
• Troubleshoot program equipment and assist with processing enrollments.
• Assist with account creation and rescheduling appointments.
• Document, track, monitor and follow up on problems/inquiries to ensure resolution in a timely manner.
• Work cooperatively with other Telos Corporation and Telos ID employees, and other industry partners.
• Assist and train less experienced personnel.
• Document all interactions, issues and outcomes in Service Now.
• Utilize tools and access to provide timely solutions during the applicant's appointment at an enrollment location.
• Provide step-by-step guidance to callers over the phone.
• Document all interactions, issues and solutions in appropriate systems.
• Escalate complex issues to a higher level of support when necessary.
• Meet performance metrics such as customer satisfaction and resolution.
• Determine severity and complexity of issues and escalate to appropriate resolution path.

Job Requirements

Qualifications:

• High School diploma with 3+ years equivalent experience or advanced training.
• Previous experience as a supervisor or lead in a customer service or technical support role.
• Ability to handle multiple tasks and prioritize effectively.
• Capable of performing all job task including the most complex under general supervision.
• Assist in training less experienced personnel.
• Proficient with Windows Operating Systems, and ability to record support tickets into ServiceNow.
• Team player with a collaborative attitude.
• Flexibility to work in shifts, including evenings, weekends, and holidays.

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 offers excellent compensation packages including salary commensurate with experience and benefits to meet your needs for today and the future.

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: https://www.fcc.gov/accessibility.

Telos Corporation is an EEO/AA employer.

Job Type

Full-Time

Location

Panama City, FL 32405 US (Primary)

Telos offers an excellent compensation packages including salary commensurate with experience and benefits to meet your needs for today and the future. Telos and its subsidiaries are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.