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