DTS Help Desk Technician – Mid-Level

DTS Help Desk Technician – Mid-Level

Position Summary

The Mid-Level DTS Help Desk Technician will provide remote customer support for the Defense Travel System (DTS), assisting travelers and Approving Officials with DTS processing, technical issues, travel policy questions, entitlements, transactions, and payment-related issues. The position will provide Tier II support while maintaining accurate service records and assisting with DTS auditing and administrative support activities.

Key Responsibilities

• Provide remote Tier II DTS customer support via telephone and email.
• Assist travelers and Approving Officials with DTS-related questions and technical issues.
• Troubleshoot DTS software and transaction issues.
• Assist users with: 
  • Travel authorizations
  • Travel vouchers
  • Travel entitlements
  • DTS transactions
  • DTS payment issues
  • Travel policy questions
• Assist with Government Travel Charge Card activities, including card activation/deactivation and authorized limit changes.
• Assist with auditing travel authorizations and vouchers for compliance with JTR and applicable DoD financial regulations.
• Maintain daily performance logs documenting customer requests, services provided, status, and closeout.
• Track assigned audits and ensure work is appropriately documented.
• Identify recurring customer issues and provide recommendations for corrective action.
• Assist with process improvement activities.
• Support SharePoint and SMDC Knowledge Management Support Tools (KMST) applications and portals.
• Assist with Content Management and Business Process Analysis activities.
• Support processing of G8 taskers and DTS/GTCC-related documentation.
• Assist with maintaining and processing applicable organizational documents.
• Provide timely, professional customer service.
• Work effectively as part of a distributed/remote support team.
• Provide occasional onsite support at Redstone Arsenal when required.

Qualifications

Required:

• Experience with the Defense Travel System (DTS).

• Experience providing customer service or technical support.
• Working knowledge of DTS travel processes.
• Ability to troubleshoot DTS-related customer issues.
• Knowledge of travel authorizations and vouchers.
• Strong communication and customer service skills.
• Strong attention to detail and ability to maintain accurate records.
• Ability to work independently in a remote environment.

Preferred:

• DoD or Army DTS experience.
• Knowledge of JTR.
• Experience with Government Travel Charge Card processes.
• Experience auditing DTS transactions.
• SharePoint experience.
• Experience with content management or business process support.
• Familiarity with DoD financial management requirements.