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# Help Desk Analyst (Customer Service)

- **Company:** Edgewater Federal Solutions
- **Location:** United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** SC Clearance, Oracle Service Cloud, Servicenow
- **Published:** November 6, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9294063/help-desk-analyst-customer-service

## About the Role

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).

## Description

* 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.