Help Desk Analyst Level I & II

This is a remote 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.

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 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

Work-Life Balance

11 paid federal holidays (may vary by program)

PTO accrual from day one

Remote flexibility for eligible positions

Employee & Family Support

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