Note: The job is a remote job and is open to candidates in USA. 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
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
Company Overview