Customer Support Analyst

🕒 July 15

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Raytek Federal Corporation

WebsiteLinkedInAll Job Openings

2 - 10 employees

Founded 2021

🔒 Cybersecurity

💼 Consulting

🏛️ Government

Cybersecurity • Consulting • Government

RayTek Federal Corporation is a Woman-Owned Small Business (WOSB) headquartered in Tampa, FL (founded early 2021) that provides IT and professional support services to federal and commercial customers. RayTek offers cybersecurity services (security posture analysis, FISMA assessments and authorizations, incident response, advanced threat defense), professional services (program and project management, business development consulting, business process improvement, staff augmentation), and software engineering & application development (custom software development, systems engineering, enterprise integration). The company positions itself as delivering long-lasting, integrated solutions for government and commercial clients.

📋 Description

• Serve as the primary point of contact for end users via phone and live chat, providing responsive and professional support across a high-volume queue • Triage incoming requests and accurately route escalations to the appropriate department — Reservations, Finance, or Technical Support — based on issue type and urgency • Assist users with navigation, troubleshooting, and functional guidance within the Defense Travel System (DTS) • Log, track, and resolve support tickets in accordance with established SLAs and standard operating procedures • Communicate technical and procedural information clearly and patiently to non-technical users • Follow established escalation paths to ensure issues are directed to the correct team without unnecessary delay • Maintain accurate records of all user interactions, issues, and resolutions • Contribute to knowledge base documentation and internal process improvement efforts • Support team coverage requirements including scheduled rotational shifts

🎯 Requirements

• Active Secret security clearance (required at time of application; must be maintained throughout employment) • Hands-on experience with the Defense Travel System (DTS) • 1+ years of experience in a help desk, call center, or customer service support role with phone and/or chat-based interaction • Strong verbal and written communication skills with a customer-first mindset • Demonstrated ability to triage and route issues effectively across multiple departments or queues • Ability to work independently and manage multiple priorities in a fast-paced environment • Willingness and availability to support a 24/7/365 operational environment

🏖️ Benefits

• UnitedHealthcare PPO with 100% preventive care • 24/7 telemedicine & behavioral health access • Dental PPO ($1,500 max) & Vision plan ($10 exams, $150 frame allowance) • Exercise reimbursement up to $360 per year • Employer HSA match up to $1,200 (individual) or $2,400 (family) annually • 401(k) plan with immediate eligibility and 100% vesting • Employer 401(k) match up to 4% after 1 year • Company-paid Life & AD&D (up to $100,000) • Short-Term Disability: 60% pay / $1,000 weekly • Long-Term Disability: up to $8,000 monthly • 11 paid federal holidays (may vary by program) • PTO accrual from day one • Remote flexibility for eligible positions • Day-one eligibility for all benefits • Dependent coverage up to age 26 • Employee Assistance Program (EAP) – confidential counseling, legal, and financial support • Travel Assistance Program – emergency medical, evacuation, and global support • Referral, commendation, and milestone service bonuses