Customer Support Analyst - Level I & II

Raytek Federal Corporation; United States; Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

UnitedHealthcare PPO with preventive care

401(k) with employer matching

Remote flexibility for eligible positions

Job summary

RayTek Federal Corporation is hiring Customer Support Analysts to provide crucial IT support for the Department of Defense. This role involves assisting users with the Defense Travel System, handling high-volume inquiries via phone and chat, and ensuring prompt ticket resolution.

Candidates should have an active Secret security clearance and customer service experience, along with strong communication skills. Benefits include comprehensive health coverage, retirement plans, and support programs for employees and their families.

Qualifications

• Must maintain active Secret security clearance throughout employment.
• Hands-on experience with Defense Travel System (DTS).
• Experience in a customer service support role preferred.

Responsibilities

• Provide responsive and professional support via phone and live chat.
• Triage incoming requests and route escalations to departments.
• Log, track, and resolve support tickets in accordance with SLAs.

Skills

Active Secret security clearance

Experience with Defense Travel System (DTS)

1+ years in help desk or customer support

Strong communication skills

Ability to triage and route issues

Independence in managing priorities

Willingness for 24/7 support

Job description

RayTek Federal Corporation is seeking a Customer Support Analysts, Level I and Level II to support a mission-critical federal program providing customer-facing IT support to end users across the Department of Defense enterprise. In this role, you will serve as a frontline point of contact for users navigating a government travel management system, delivering timely, accurate, and professional technical and functional assistance in a high-volume support environment. Analysts will spend the majority of their time supporting end users via phone calls and live chat systems — triaging issues, resolving requests at the first point of contact where possible, and routing unresolved matters to the appropriate specialized department, including Reservations, Finance, or Technical Support, based on the nature of the issue.

Responsibilities

• Serve as the primary point of contact for end users via phone and live chat, providing responsive and professional support across a high-volume queue
• Triage incoming requests and accurately route escalations to the appropriate department — Reservations, Finance, or Technical Support — based on issue type and urgency
• Assist users with navigation, troubleshooting, and functional guidance within the Defense Travel System (DTS)
• Log, track, and resolve support tickets in accordance with established SLAs and standard operating procedures
• Communicate technical and procedural information clearly and patiently to non-technical users
• Follow established escalation paths to ensure issues are directed to the correct team without unnecessary delay
• Maintain accurate records of all user interactions, issues, and resolutions
• Contribute to knowledge base documentation and internal process improvement efforts
• Support team coverage requirements including scheduled rotational shifts

Qualifications

• Active Secret security clearance (required at time of application; must be maintained throughout employment)
• Hands‑on experience with the Defense Travel System (DTS)
• 1+ years of experience in a help desk, call center, or customer service support role with phone and/or chat‑based interaction
• Strong verbal and written communication skills with a customer‑first mindset
• Demonstrated ability to triage and route issues effectively across multiple departments or queues
• Ability to work independently and manage multiple priorities in a fast‑paced environment
• Willingness and availability to support a 24/7/365 operational environment

RayTek Employee Benefits Highlights

Health and Wellness

• UnitedHealthcare PPO with 100% preventive care
• 24/7 telemedicine & behavioral health access
• Exercise reimbursement up to $360 per year
• Employer HSA match up to $1,200 (individual) or $2,400 (family) annually
• 401(k) plan with immediate eligibility and 100% vesting
• Employer 401(k) match up to 4% after 1 year
• Company‑paid Life & AD&D (up to $100,000)
• Long‑Term Disability: up to $8,000 monthly

Work‑Life Balance

• 11 paid federal holidays (may vary by program)
• Remote flexibility for eligible positions

Employee & Family Support

• Day‑one eligibility for all benefits
• Dependent coverage up to age 26
• Employee Assistance Program (EAP) – confidential counseling, legal, and financial support
• Travel Assistance Program – emergency medical, evacuation, and global support
• Referral, commendation, and milestone service bonuses