Help Desk Analyst (Customer Service)

Edgewater Federal Solutions is seeking a Help Desk Analyst provides support inquiries from DoW travelers in a 24/7/365 contact center environment that will require working shifts to include afternoons, nights, weekends and holidays.   All candidates must be a US Citizen and possess an active Secret clearance.

• Must be a US Citizen and possess an active Secret clearance.
• Minimum 2 years of experience in a contact center, help desk, or customer service role.
• Demonstrated ability to provide high quality customer service in a fast-paced environment.
• Support a 24/7/365 operation, including assigned afternoon, overnight, weekend, and holiday shifts based on operational coverage requirements.
• Bachelor’s degree or equivalent combination of education and experience.
• Strong communication skills and a commitment to delivering excellent customer service.
• Strong written communication skills, including the ability to prepare clear and accurate conversation summaries and customer email responses.
• Ability to type accurately and efficiently while simultaneously assisting customers and documenting interactions.
• Ability to manage multiple tasks and priorities simultaneously in a fast-paced environment.
• Attention to detail and accuracy when documenting customer interactions and information.
Preferred Qualifications
• Hands-on experience with the Defense Travel System (DTS), including preparing travel authorizations, vouchers, and local vouchers, and assisting travelers with creating, updating, and troubleshooting travel documents.
• Familiarity with ticket management systems (Oracle Service Cloud, ServiceNow, or similar)
• Experience with NICE CXone or similar ACD platforms or contact center software.
• Prior experience on a government contract supporting DoW end users
• Proficient in analyzing and troubleshooting issues in real time while assisting customers by phone or chat.
• Experience with DTS administration, including maintaining user profiles, organizational structures, routing lists, group permissions, and running reports.
• Working knowledge of DoW travel policies, regulations, and procedures, including the Joint Travel Regulations (JTR).

Responsibilities:
• Provide support to DoW travelers, administrators, and end users across phone, chat, and e-ticket channels, ensuring alignment with policies, SOPs, and quality standards.
• Meet established Service Level Agreement (SLA) standards and performance targets, including number of calls per day, call duration, and first contact resolution.
• Provide courteous, professional, and customer-focused service while communicating instructions and recommended actions clearly.
• Demonstrate dependability and reliability by consistently reporting to work on time, maintaining consistent attendance for assigned shifts to support required staffing and coverage.
• Demonstrate working knowledge of DoW travel policies, procedures, systems, and processes needed to effectively assist customers.
• Assist DoW travelers, routing officials, Travel Managers, Military Recruits, and other customers seeking defense travel assistance including help with DTS issues, Commercial Travel Programs, and Travel Policy.
• Troubleshoot DTS problems, research customer questions, identify the appropriate resolution, and provide accurate and understandable guidance.
• Complete required ticket fields accurately and appropriately categorize tickets to support routing, follow-up, and operational reporting.
• Use established knowledge resources, work instructions, self-help guides, and other reference materials to assist customers and identify appropriate solutions.
• Maintain working knowledge of DTS processes and applicable travel guidance needed to accurately assist customers.