Help Desk Analyst (24x7 Operations)

Responsibilities

• Provide technical and functional support for the Defense Travel System (DTS).
• Deliver travel support services across the Department of Defense (DoD) to DTS travelers, routing officials, Travel Managers, Military Recruits, and others seeking DoD travel assistance.
• Research and advise customers on travel-related processes and regulations including the Joint Travel Regulations (JTR) and DoD Travel Financial Management Regulation.
• Troubleshoot and identify issues with using the DTS.
• Interact with users through live chat, telephone or desktop support software.
• Collect and track incident information ensuring a quality end-to-end customer experience.
• Conduct initial assessment, troubleshooting, research and resolution for basic incidents, and engage other service desk resources for complex issues.
• Provide assistance with completing temporary duty travel authorization and vouchers, and local vouchers.
• Guide travel administrators through DTS administrative tasks to include updating routing lists, lines of accounting and budgets.

Qualifications

• Must be a US Citizen and possess an active Secret clearance.
• Experience in customer support, service desk, or call center role.
• Prior experience with the Defense Travel System (DTS) is highly preferred.
• Strong communication and customer service skills.
• Ability to work in a fast-paced, high-volume environment.
• Ability to follow defined procedures and document work clearly.
• Willingness to work rotating shifts, including nights or weekends.

Preferred Qualifications

• Experience supporting government or enterprise customers.
• Familiarity with regulated environments or formal compliance requirements.
• Experience supporting Defense Travel Systems in a travel clerk, NDEA or Defense Travel Administrator (DTA) role.
• Familiarity with Joint Travel Regulations (JTR) and DoD Financial Management Regulations.

Benefits

• Paid Time Off & Holiday Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability, Life Insurance, and AD&D
• Flexible Spending Accounts
• Pre-Tax 401K and/or After-Tax Roth IRA (with employer matching contribution)
• Tuition and Technical Training Reimbursement
• Exercise Reimbursement
• Computer Reimbursement
• Employee Assistance Program
• Exercise Reimbursement
• Computer Reimbursement
• Employee Assistance Program

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• May work prolonged or irregular hours.
• Frequent local travel; occasional statewide or out-of-state travel.
• The noise level in the work environment is usually moderate.
• Exposure to general office conditions while conducting office duties.

Work Environment

• The work environment characteristics described here are representative of those and employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• May work prolonged or irregular hours.
• Frequent local travel; occasional statewide or out-of-state travel.
• The noise level in the work environment is usually moderate.
• Exposure to general office conditions while conducting office duties.