Defense Travel System Help Desk Technician II

Essnova Solutions, Inc.; Washington; On-site; USD 50,000 - 70,000; Full time

Job summary

A federal contracting firm is seeking a Defense Travel System Help Desk Support Specialist in Washington, DC. The ideal candidate must possess an active TS Clearance and have at least 3 years of experience in Department of Transportation Help Desk support. Responsibilities include providing tier two help desk support, coordinating DTS updates, and assisting travel program administrators. The firm promotes a professional environment and values ethics and integrity, offering considerable support to its clients and meeting their operational needs.

Qualifications

• Active TS Clearance or Interim (not to exceed 6 months).
• 3 years of Department of Transportation Help Desk experience.
• Ability to review Department Transportation System desktop guides.

Responsibilities

• Support and resolve customer service issues for DTS.
• Coordinate and send trouble tickets as needed.
• Assist the Travel Program Administrators with DTS management.

Skills

Good oral and written communication skills

Knowledge of Microsoft Office products

Experience with Defense Agency Initiatives (DAI)

Tools

Microsoft Office

Power BI

Job description

Job Title: Defense Travel System Help Desk Support Specialist

Job Overview

Essnova represents a broad array of specialized talents, technologies, and proven program success across forty-three federal agencies and technology and professional services departments. Essnova is the 11th fastest growing federal contractor in the United States. We are driven by mission priorities, innovative solutions, uncompromised excellence in customer support, and best practice models. Working with Essnova requires familiarity with a fast-paced atmosphere, excellence in professionalism, versatility in skills, unquestionable ethics and integrity, and a task-oriented nature.

Normal operating hours are 0730 -1600 Monday through Friday except observed Federal Holidays.

The requirements under this contract are to provide services and support to the Joint Staff Located in, Washington, DC., provide world-class customer services and support to the Chairman of the Joint Chiefs of Staff (CJCS), the Joint Staff (JS) and other government agencies. You must possess an understanding of JS Travel Office missions and responsibilities and currently have the experience to fulfill the duties associated in the conduct of the DTS Tier Two (LDTA level) support operations for the Joint Staff. Duties will be but not limited to providing tier two help desk support, coordinate and implement DTS updates, support LDTA, plan/coordinate/ conduct DTS training, and prepare process maps for DTS and GTCC user functions.

Duties

• Support and resolve customer service issues for DTS to include Government Travel Charge Card (GTCC) related questions.
• Support operations in the areas of DTS Tier Two Level support and provide training to the Organizational Defense Travel Administrators (ODTA), Non-DTS Entry Agents (NDEA) and to individual users for desk side support as needed on DTS for the JS.
• Coordinate, send, and track trouble tickets and refer appropriate issues to the Tier Three Level Help Desk, Travel Assistance Center (TAC), in order to resolve JS customer issues that cannot be handled at the Tier Two Level.
• Support the Financial Defense Travel Administrator (FDTA). The Contractor will assist the Travel Program Administrators with all functional levels of the Defense Travel System Management and Administration.

Responsibilities

• Ticketing troubleshooting
• Help Desk Support
• Support with DTS technical and admin issues
• Various Reporting
• Additional duties as assigned.

Minium Qualifications

• Active TS Clearance or Interim (not to exceed 6 months)
• 3 years of Department of Transportation Help Desk experience, to include LDTA support.
• Ability to review Department Transportation System desktop guides and process maps with relevant recommendations for improving established processes.
• Possess good oral and written communication skills; must have knowledge of Microsoft Office products such as MS Word, MS Power Point, MS Excel, MS Teams and Power BI environment as well as Defense Agency Initiatives (DAI) and General Fund Enterprise Business System (GFEBS).

Essnova Solutions, Inc. is proud to be an Equal Opportunity Employer. We comply with all associated and required Federal Regulations and affirm that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. Essnova performs E-Verification on all Employees.