DTS Help Desk Technician – Sr.

DTS Help Desk Technician – Senior

Position Summary

The Senior DTS Help Desk Technician will provide remote Defense Travel System (DTS) customer support to USASMDC G8, Resource Management–Audit System and Policy (RMASP) Division. This position will serve as a Tier II technical resource supporting travelers and Approving Officials with DTS processing, troubleshooting, travel policy, entitlements, payment issues, and Government Travel Charge Card (GTCC) functions.

The Senior DTS Help Desk Technician will also perform travel audits, support content management and business process analysis activities, and provide recommendations to improve DTS processes and prevent recurring issues.

Key Responsibilities

• Provide Tier II customer support for DTS users, travelers, and Approving Officials.
• Respond to customer requests by telephone and email.
• Provide expert assistance with: 
  • DTS software functionality
  • DTS troubleshooting
  • Travel authorizations and vouchers
  • Travel entitlements
  • Travel policy
  • DTS-related payment issues
  • DTS transaction problems
• Apply knowledge of DTS modules, features, capabilities, data requirements, and information flows.
• Provide guidance regarding applicable travel policies and procedures.
• Support Government Travel Charge Card automated systems, including: 
  • Activating and deactivating cards
  • Increasing or decreasing card limits based on authorized requests
• Provide DTS expertise during group discussions and customer engagements.
• Audit travel authorizations and vouchers for compliance with: 
  • Joint Travel Regulation (JTR)
  • DoD Financial Management Regulation (FMR) 7000.14-R
• Maintain daily performance logs documenting calls, work requests, services provided, status, closeout, and assigned audits.
• Identify recurring DTS problems and recommend corrective actions.
• Prepare process improvement recommendations for Government leadership.
• Support Content Management and Business Process Analysis activities for the G8 Audit Readiness/Systems/Policy Division.
• Utilize SharePoint and SMDC Knowledge Management Support Tools (KMST) web applications and portals.
• Support processing of G8 taskers and DTS/GTCC-related actions.
• Assist with processing and managing organizational documents, including: 
  • DD1144 Support Agreements
  • Memorandums of Understanding (MOUs)
  • Memorandums of Agreement (MOAs)
  • DD577 Fund Certification Appointment documents
  • Related memorandums
• Work independently in a primarily remote environment.
• Provide onsite support at Redstone Arsenal when specifically required.

Qualifications

Required:

• Demonstrated experience supporting the Defense Travel System (DTS).
• Strong knowledge of DTS travel processes and applicable travel policies.
• Experience providing customer/Tier II technical support.
• Knowledge of travel authorizations, vouchers, entitlements, and DTS payment processes.
• Experience auditing DTS transactions.
• Knowledge of the Joint Travel Regulation (JTR).
• Ability to work independently in a remote environment.
• Strong written and verbal communication skills.
• Strong analytical and problem-solving skills.

Preferred:

• Experience supporting DoD or Army organizations.
• Experience with Government Travel Charge Card (GTCC) processes.
• Experience with SharePoint.
• Experience with business process analysis.
• Experience with content/document management.
• Experience supporting audit readiness activities.
• Knowledge of DoD Financial Management Regulation (FMR) 7000.14-R.