[Hiring] Help Desk Analyst @Edgewater Federal Solutions

Role Description

Edgewater Federal Solutions is seeking Customer Support Analysts to support a Department of Defense (DoD) client service desk environment. This role provides front‑line customer assistance in a fast‑paced, compliance‑driven operations setting, supporting users through phone, chat and self-service tickets. The Customer Support Analyst will be part of a 24/7/365 coverage team that will require working shifts to include afternoons, nights, weekends and holidays.

• Provide technical and functional support for the Defense Travel System (DTS).
• Deliver travel support services across the Department of Defense (DoD) to DTS travelers, routing officials, Travel Managers, Military Recruits, and others seeking DoD travel assistance.
• Research and advise customers on travel-related processes and regulations including the Joint Travel Regulations (JTR) and DoD Travel Financial Management Regulation.
• Troubleshoot and identify issues with using the DTS.
• Interact with users through live chat, telephone or desktop support software.
• Collect and track incident information ensuring a quality end-to-end customer experience.
• Conduct initial assessment, troubleshooting, research and resolution for basic incidents, and engage other service desk resources for complex issues.
• Provide assistance with completing temporary duty travel authorization and vouchers, and local vouchers.
• Guide travel administrators through DTS administrative tasks to include updating routing lists, lines of accounting and budgets.

Qualifications

• Must be a US Citizen and possess an active Secret clearance.
• Experience in customer support, service desk, or call center role.
• Prior experience with the Defense Travel System (DTS).
• Strong communication and customer service skills.
• Ability to work in a fast-paced, high-volume environment.
• Ability to follow defined procedures and document work clearly.
• Willingness to work rotating shifts, including nights or weekends.

Requirements

• Experience supporting government or enterprise customers.
• Familiarity with regulated environments or formal compliance requirements.
• Experience supporting Defense Travel Systems in a travel clerk, NDEA or Defense Travel Administrator (DTA) role.
• Familiarity with Joint Travel Regulations (JTR) and DoD Financial Management Regulations.

Benefits

• Paid Time Off & Holiday Pay.
• Medical Insurance.
• Dental Insurance.
• Vision Insurance.
• Disability, Life Insurance, and AD&D.
• Flexible Spending Accounts.
• Pre-Tax 401K and/or After-Tax Roth IRA (with employer matching contribution).
• Tuition and Technical Training Reimbursement.
• Exercise Reimbursement.
• Computer Reimbursement.
• Employee Assistance Program.