Customer Support Analyst

This is a remote position. RayTek Federal Corporation is seeking a Customer Support 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. * * * **Key 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 ### Requirements **Required qualifications** - 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 * * * **Preferred qualifications** - 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 **Schedule & availability** This is a fully remote, full-time position supporting a 24/7/365 operational environment. Standard scheduling is daytime hours; however, flexibility is required. **Rotational shift requirement (Year 1):** During your first year of employment, you will be expected to work one rotational non-standard shift per quarter. These shifts may include evenings (2nd shift), overnights (3rd shift), weekends, or holidays. This is designed to ensure familiarity with the full scope of operations and will be communicated with advance notice. After the first year, shift assignments will be discussed with your manager based on team needs. ### Benefits **RayTek Employee Benefits Highlights** **Health and Wellness** - 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 **Financial Security** - Employer HSA match up to $1,200 (individual) or $2,400 (family) annually - 401(k) plan with immediate eligibility and 100% vesting - Employer…