Job Details

Job Description
The organization is seeking a Help Desk Specialist to provide high-level support for a Department of Defense (DoD) Travel contract. This role delivers technical, functional, and customer-focused assistance to ensure seamless operation and user experience within the Defense Travel System (DTS) and related DoD travel programs.

Key Responsibilities

• Provide assistance to all DoD personnel regarding the use and administration of the Defense Travel System (DTS) application, DoD Travel Policy, and travel financial management. Perform functional analysis to identify process steps, tasks, and inter-relationships.
• Develop, update, and maintain project documentation, including specification manuals, system procedures, presentations, and training materials. Translate processes into clear visual depictions to support understanding and compliance.
• Support a 24x7x365 operational environment, with availability to work weekends, overnights, and Federal holidays as required. Participate in special projects and collaborate across teams to ensure mission continuity.
• Work directly with customers and technical staff to enhance understanding of requirements and coordinate implementation of improvements. Maintain system integrity through documentation and analysis of anomalies to ensure optimal performance.
• Troubleshoot and resolve issues related to customer-specific operating systems and applications. Define and classify level, priority, and nature of problems, escalating when necessary. Manage the full lifecycle of trouble tickets-opening, tracking, and closing-ensuring ownership and end-user satisfaction.
• Provide exceptional communication and customer service in a mission-critical environment. Complete additional training as required to support legacy systems.

• Associate degree or equivalent technical training with a minimum of 2 years of relevant experience.
• Ability to obtain a Favorable Public Trust (CoPT) determination and hold U.S. citizenship.
• Demonstrated technical proficiency in computer hardware, software, and networking systems.
• Experience in installation, configuration, and troubleshooting of computer systems.
• Ability to work effectively in an office environment, including extended computer use and communication via telephone, email, and in person. Some travel may be required.
• Commitment to continuous learning and training to support evolving DoD travel systems.
• This is a remote position.