Help Desk Analyst - DoD Travel Support (Secret Clearance)

Edgewater Federal Solutions; Ballenger Creek (MD); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

PTO & Holiday Pay

Medical Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Life Insurance

AD&D

Flexible Spending Accounts

Pre-Tax 401K

Tuition and Technical Training Reimb

Job summary

Edgewater Federal Solutions is seeking a Help Desk Analyst to provide support to DoW travelers and end users across phone, chat, and e-ticket channels in a 24/7 environment. The role requires US citizenship and an active Secret clearance.

The analyst will meet SLA targets, document interactions accurately, and leverage knowledge resources to resolve DTS-related issues while ensuring high-quality customer service and compliance with travel policies.

Qualifications

• Minimum 2 years of experience in a contact center, help desk, or customer service role.
• Willingness to support a 24/7/365 operation with varied shifts.
• Strong communication skills and a commitment to customer service.
• Bachelor’s degree or equivalent combination of education and experience.

Responsibilities

• Provide support to DoW travelers, administrators, and end users across phone, chat, and e-ticket channels.
• Meet SLA targets including calls per day, call duration, and first contact resolution.
• Communicate instructions clearly and professionally to customers.
• Maintain accurate ticket fields and categorize tickets for reporting.
• Use knowledge resources to guide customers to solutions.

Skills

Customer service

Phone support

Written communication

Multitasking

Typing

Attention to detail

Professionalism

Education

Bachelor’s degree or equivalent

Tools

Oracle Service Cloud

ServiceNow

Job description

Edgewater Federal Solutions is seeking a Help Desk Analyst to provide support to DoW travelers and end users across phone, chat, and e-ticket channels in a 24/7 environment. The role requires US citizenship and an active Secret clearance.

The analyst will meet SLA targets, document interactions accurately, and leverage knowledge resources to resolve DTS-related issues while ensuring high-quality customer service and compliance with travel policies.