Enterprise Information Services, Inc.

Service Center Analyst - Defense Travel System (DTS)

Job Location US-VA-Norfolk
# of Openings
Targeted Job Start Date


Enterprise Information Services, LLC (EIS), a Cognosante company, is seeking a highly motivated Service Desk Analyst to support the Defense Travel System (DTS) Service Desk for Naval Information Warfare Center (NIWC) in Norfolk, VA.  Th DTS system is used by all Navy Reserve to arrange travel for orders funded under the NROWS system. The Web-based system allows Sailors to select travel that is convenient for their travel needs.


  • Provide Tier 1 support in a service desk environment with the goal of first contact resolution.
  • Respond to and resolve application and functional user issues on the Defense Travel System supported by the Space and Naval Warfare Systems Center (SSC), New Orleans.
  • Navigate within the DTS program to assist customers with navigating through the system for securing travel and with various other inquiries and to provide technical support for issues they are experiencing within the program.
  • Promptly and courteously respond to customer inquiries via phone, voicemail, E-mail and include the concepts of Total Contact Ownership by owning every service request or incident.
  • Monitor and continue to work on the customer’s service request or incident and follow up with the customer until resolution.


Qualifications required:

  • Active DoD Secret Clearance Required
  • Ability to effectively troubleshoot and resolve problem issues.
  • Ability to multi-task in a fast-paced environment.
  • Work effectively with little instruction on day-to-day tasks and general instructions on new projects or assignments.
  • Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.
  • Military experience is a Plus.
  • Must be able to work autonomously as well as being a team player.
  • Familiar with MS Office applications (Word, Excel, PowerPoint, Outlook).
  • Ability to work non-traditional work hours (weekends, holidays, etc.)
  • Clear thinker with excellent interpersonal, written, and verbal communication skills.

Preferred skills and experience:

  • Defense Travel System, DTS, experience highly preferred.
  • Remedy ticketing experience.

EIS is an Equal Opportunity Employer/M/F/V/Disabled.


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