Help Desk Analyst Level I & II
About The Position
RayTek Federal Corporation is seeking a Help Desk Analyst 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.
Requirements
- 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
Nice To Haves
- Experience supporting federal government or DoD end users
- Familiarity with government travel regulations, policies, or travel management workflows
- ITIL Foundation certification or equivalent IT service management knowledge
- Experience with ticketing platforms such as ServiceNow, Remedy, or similar
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
Benefits
- UnitedHealthcare PPO with 100% preventive care
- 24/7 telemedicine & behavioral health access
- Dental PPO ($1,500 max) & Vision plan ($10 exams, $150 frame allowance)
- 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)
- Short-Term Disability: 60% pay / $1,000 weekly
- Long-Term Disability: up to $8,000 monthly
- 11 paid federal holidays (may vary by program)
- PTO accrual from day one
- Remote flexibility for eligible positions
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
