Remote DoD Travel Support Analyst – Secret Clearance

RayTek Federal Corporation

United States

Remote

USD 65,000 - 95,000

Full time

8 days ago

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Benefits offered by this job

Health insurance

Telemedicine

HSA match

401(k) plan

Life & AD&D

Long-Term Disability

Federal holidays

PTO from day one

Remote flexibility

EAP

Travel assistance

Job summary

RayTek Federal Corporation is seeking a Customer Support Analyst to provide frontline IT support to end users across the Department of Defense travel management system. You will handle high-volume phone and live chat, triage requests, and relay issues to Reservations, Finance, or Technical Support.

Candidates must hold an active Secret clearance, have DTS experience, and excel in clear communication and problem solving.

Qualifications

Active Secret security clearance required at time of application.
Hands-on experience with the Defense Travel System (DTS).
1+ years in a help desk, call center, or customer service with phone/chat.
Strong verbal and written communication with a customer-first mindset.
Ability to triage and route issues across multiple departments.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Willingness to support 24/7/365 operations.

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.