Help Desk Analyst (Customer Service Rep I)

Overview

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.

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.

Qualifications

• 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).

Additional benefits include:

• Paid Time Off & Holiday Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability, Life Insurance, and AD&D
• Flexible Spending Accounts
• Pre-Tax 401K
• Tuition and Technical Training Reimbursement
• Exercise Reimbursement
• Computer Reimbursement
• Employee Assistance Program
• Training may be provided based on experience and knowledge level

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• Possess the ability to fulfill any and all office activities normally expected in an office setting, to include, but not limited to: remaining seated for periods of time to perform computer entry, participating in filing activity, lifting and carrying office supplies.
• The employee must occasionally lift and/or move up to fifteen (15) pounds.
• May require more than 40 hours per week to perform the essential duties of the position.
• Fine hand manipulation (keyboarding).

Work Environment: The work environment characteristics described here are representative of those and employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• May work prolonged or irregular hours.
• Frequent local travel; occasional statewide or out-of-state travel.
• The noise level in the work environment is usually moderate.
• Exposure to general office conditions while conducting office duties.

Working at Edgewater Federal Solutions:

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services, and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Companies since 2018.

Edgewater Federal Solutions is an Equal Opportunity Employer. It has been and continues to be our policy to provide equal employment to all employees and applicants for employment without regard to race, color, religion, national origin, age, disability, marital status, veteran status and/or other status protected by applicable law