Customer Support Analyst - Level I & II

Summary

RayTek Federal Corporation is seeking Customer Support Analysts, Level I and II to provide IT support to end users across the Department of Defense enterprise. In this role, you will serve as a frontline point of contact, delivering technical and functional assistance in a high-volume support environment.

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

Skills

• 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

Qualifications

Must Haves

• 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

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)
• Remote flexibility for eligible positions
• 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