Helpdesk Associate Jobs (NOW HIRING)

MDW is currently seeking a Travel Helpdesk Analyst to support our Missile Defense Agency (MDA) customer in Huntsville, Alabama. The analyst will provide full-time support to the Missile Defense Agency as a support contractor to the Travel Management Office. The successful candidate will be capable of providing professional customer service and expertise in resolving travel-related issues. This position requires the candidate to be located within 2 hours of Redstone Arsenal (Huntsville), Alabama as in-person meetings & other on-site requirements may apply.

The Travel Helpdesk Analyst may perform a combination of some or all of the following duties:

• Serve as Defense Travel Administrator (DTA) providing expertise to resolve travel related issues via phone, email, and one-on-one service
• Interface with Travel Management Company (TMC) and travelers to efficiently arrange their travel authorizations and vouchers
• Provide professional customer relations/service and knowledge to the MDA community and other associated DoD entities for cross-organizational travel
• Advise travelers on DoD Joint Travel Regulations and the established MDA Travel Business Rules
• Perform the duties as an Agency Program Coordinator (APC) for the Government Travel Charge Card (GTCC) system responsible for initiation of new applications, increase of charge limits, the transfer of account to MDA, and other actions as required
• Capture and generate daily system issues and metrics
• Provide daily coordination and reconciliation of issue status
• Expand data collection and metrics reporting as new requirements emerge
• Provide executive summary reports, and applicable metrics to facilitate process improvement and issue resolution
• Conduct various monthly travel quality assurance reviews
• Complete required and directed periodic travel reports to identify errors, anomalies, and statuses, and make necessary travel corrections and updates
• Develop and provide classroom and virtual training for required travel tools

Required Experience/Skills:

• Experience with the Defense Travel System (DTS) is required
• Working knowledge and understanding of DoD Travel Policies and Regulations is a must
• Candidates for this position must have excellent written and verbal communication skills
• Ability to provide superior customer service in challenging circumstances (via phone, e-mail, Skype and in-person) is required
• Working knowledge of the MS Office suite is a must

Desired Experience/Skills:

• Prior MDA experience is desirable
• DTA and GTCC administrator certification is a plus

Education Requirement(s):

• BA/BS in a related field and a minimum of 5 years' experience or a MA/MS in related field and 3+ years of experience is required

Security Requirement(s):

• Candidates for this position must possess an Active US Security Clearance (Secret)

Company Description

Incorporated in 2012, MDW is a small business headquartered in McClean, VA with employees in various locations in the United States. We provide Federal government clients with consulting, management services, advisory and assistance services, decision support, strategic planning, process planning and improvement, task execution and metrics analysis. Our mission is to make our clients more successful by providing honest assessments, exceptional analysis, prudent advice, direct communication, and hard work.

Our core capabilities include:

• Strategic Planning
• Cost Estimating
• Budget Programming and Justification
• Budget Execution
• Acquisition Management
• Financial Systems Support & Integration

MDW Associates, LLC ("MDW") is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, age, marital status, covered veteran status, mental or physical disability, pregnancy or any other unlawful basis unrelated to the ability to do the job. MDW seeks to employ talented, ethical, and entrepreneurial-minded persons. Our applicants and employees are protected from discrimination as required by Federal law.

Additional Information

We offer a competitive and comprehensive benefits and compensation package for our employees, including but not limited to:

• Health
• Dental
• Vision
• Group Life Insurance/Long Term Disability/Short Term Disability
• Retirement/401(k)
• Flexible Leave Policy

All information will be kept confidential according to EEO guidelines