Customer Technical Support Specialist at Tripoint Solutions Group LLC

, , United States -

Full Time

Start Date

Immediate

Expiry Date

03 Jun, 26

Salary

0.0

Posted On

05 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Functional Support, Incident Resolution, Troubleshooting, System Access, CAC Authentication, Travel Policy Compliance, Cybersecurity Standards, Data Protection, ITIL Best Practices, Joint Travel Regulations (JTR), Per Diem Calculations, Government Travel Charge Card (GTCC), ServiceNow, Account Provisioning, SLA Tracking

Industry

IT Services and IT Consulting

Description

About Company: About Tripoint Solutions We are technology innovators, partnered with state-of-the-art providers, such as AWS, ServiceNow, and UiPath, to drive digital transformation in the federal space. TPS teams are bringing automation and data science into areas of the government that are crying out for fresh tech—making positive impacts felt by tens of thousands of users, countless citizens, and all six branches of the military each day. Our Agile teams are responsible for envisioning, launching, and operating the massive data systems and analytics platforms used to manage $14.5B in government procurements and $200B in military real estate assets globally. At TPS, we apply the power of cloud technologies to help the government think smarter and function better—for everyone. TPS Company Values * We value and respect each employee's dedicated work and unique contributions as they directly impact who we are and what we do. * Your talent and innovative thinking bring leading-edge solutions to our customers. * Our success is driven by the dedication of our employees. * Employee-generated solutions have sustained our continued success and customer satisfaction Benefit Offerings Tripoint Solutions builds flexibility into health benefit plan choices, covers most of the monthly premiums, and helps employees build a career with impact through our generous professional development program. We offer all full-time employees: * Medical, Dental, Vision benefits with a national provider network * Flexible Spending and Health Savings Accounts (FSA & HSA) * Company-paid Life and Disability insurance including Short-Term, Long-Term, and Accidental * Supplemental Insurance * Paid time off (PTO) * 11 paid holidays * 401(k) Retirement Plan * Professional Development Reimbursement Program to pursue undergraduate, graduate, training, and certifications * Monthly transportation, parking, and cell phone service reimbursement Tripoint Solutions is an Equal Opportunity Employer/Veterans/Disabled About the Role: The Customer Technical Support Specialist provide technical and functional support to military, civilian, and contractor personnel utilizing Department of Defense travel systems managed by the Defense Travel Management Office (DTMO). These roles support enterprise-level travel platforms including the Defense Travel System (DTS), Government Travel Charge Card (GTCC) programs, and associated financial management interfaces. The specialist ensures timely resolution of user issues related to authorizations, vouchers, travel policy compliance, system access, and account management while maintaining adherence to DoD cybersecurity and data protection standards. Location: Remote. The selected candidate must be currently located in, or willing to relocate to, a state supported by Tripoint Solutions corporate offices: AL, AZ, CO, DC, DE, FL, GA, IL, IN, KS, LA, MD, MI, MN, MS, NC, NJ, OH, PA, SC, TN, TX, or VA. (No relocation assistance provided) Clearance Requirements: * Active or eligible Secret U.S. Government Security Clearance Key Responsibilities Customer Support & Incident Resolution * Serve as first point of contact for DTS and travel-related inquiries via phone, email, and ticketing systems. * Troubleshoot system access, CAC authentication, profile setup, routing lists, and document processing errors. * Resolve travel authorization and voucher submission issues. * Escalate complex functional or technical issues to Tier III support or system administrators as required. * Document incidents, service requests, and resolutions in accordance with ITIL best practices. Functional Support – Travel Policy & Compliance * Provide guidance on Joint Travel Regulations (JTR) policies. * Assist users with per diem calculations, entitlements, and reimbursement questions. * Support Government Travel Charge Card (GTCC) account-related inquiries. * Monitor and report on recurring user issues to identify systemic improvements. Systems & Technical Support * Support enterprise applications including: * Defense Travel System (DTS) * CAC / PKI authentication environments * DoD Enterprise Email / Microsoft 365 * ServiceNow or equivalent ticketing platforms * Perform account provisioning and role management in accordance with RMF and cybersecurity policies. * Coordinate with cybersecurity teams to ensure compliance with DoD IA requirements. Reporting & Performance Metrics * Track SLA compliance and ticket resolution timelines. * Provide weekly/monthly reports on ticket volume, trends, and resolution metrics. * Identify opportunities to improve customer experience and reduce repeat incidents. Minimum Qualifications: * Active Secret Clearance (or ability to obtain) * 2+ years of Help Desk or Service Desk experience in a federal or DoD environment * Experience supporting enterprise financial or travel systems * Familiarity with: * Defense Travel System (DTS) * Joint Travel Regulations (JTR) * CAC/PKI authentication * ITSM ticketing systems (ServiceNow preferred) * Strong troubleshooting and analytical skills * Excellent written and verbal communication skills * Ability to work in a fast-paced, mission-focused environment Preferred Qualifications: * ITIL Foundation Certification * CompTIA Security+ (or DoD 8570 compliant certification) * Experience supporting large DoD user bases (10,000+ users) * Prior experience as a Defense Travel Administrator (DTA) * Understanding of DoD financial management processes

Responsibilities

The specialist acts as the first point of contact, providing technical and functional support for Department of Defense travel systems like DTS, resolving issues related to authorizations, vouchers, and system access. This role also involves functional guidance on JTR policies and monitoring system performance metrics.