Help Desk / User Support Analyst

Koniag IT Systems LLC, a Koniag Government Services company, is seeking a Help Desk/User Support Analyst with a Secret clearance to support KITS and our government customer at Langley Air Force Base, VA.    We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.   The Help Desk / User Support Analyst provide Tier 1 technical support for AI and RPA platforms including AskSage, GenAI.mil, and other DoD-approved tools across Air Combat Command. Operate from a shared ticket queue with one other analyst, maintaining contractually binding response and resolution standards: 90% initial response within 1 business day and 85% issue resolution within 5 business days.    This is an on-site position at Joint Base Langley-Eustis requiring direct coordination with the Stakeholder Engagement & Knowledge Management Specialist to translate recurring support issues into knowledge base articles that reduce future ticket volume. Not just answering tickets—closing the loop between daily user problems and the training program that prevents them.    Essential Job Functions: Tier-1 Technical Support:  Provide first-line technical support for AI and RPA platforms across NIPRNet environments during normal duty hours (Monday-Friday, 0800-1700 local)  Respond to all incoming support requests within 1 business hour of receipt per QASP standards  Resolve 85%+ of Tier 1 issues within 5 business days through troubleshooting, user guidance, or coordination with platform administrators  Handle common support categories including:  Account access and authentication issues  Basic platform navigation and feature questions  Training module access and completion verification  Token activation and license assignment inquiries  Password resets and CAC/PKI certificate troubleshooting  Browser compatibility and connectivity issues  Shared Queue Operations: Operate from a shared ticket queue with one other Help Desk Analyst to ensure continuous coverage without single-point dependency  Coordinate daily workload distribution to maintain response time standards during peak volume periods  Provide backup coverage when the other analyst is unavailable due to leave, training, or competing priorities  Escalate complex or unresolved issues to Tier-2 (AI/RPA Solutions Architects) when troubleshooting exceeds Tier-1 scope  Knowledge Base Maintenance & Contribution: Coordinate directly with the Stakeholder Engagement & Knowledge Management Specialist to identify recurring issue patterns requiring knowledge base articles  Draft knowledge base content including FAQs, troubleshooting guides, and step-by-step user instructions based on resolved tickets  Update existing knowledge base articles when new platform features, policy changes, or workarounds are identified  Tag all tickets with appropriate knowledge base article references to enable self-service deflection for future users  Track knowledge base utilization metrics to measure self-service adoption  Service Desk Analytics & Reporting: Categorize and tag all tickets by issue type, platform, user role, and resolution method to enable trend analysis  Generate monthly service desk analytics reports identifying:  Top 10 recurring issue categories  Average response and resolution times by issue type  Ticket volume trends by wing and directorate  Knowledge gaps requiring training curriculum updates  Platform issues requiring vendor escalation  Provide service desk data to the Data Analyst for integration into the Performance Dashboard  Feed recurring issue patterns into the training feedback loop managed by the Deputy PM  User Experience & Satisfaction:  Maintain a professional, patient, and mission-focused approach in all user interactions  Provide clear, jargon-free guidance tailored to each user's technical proficiency level  Follow up on escalated tickets to confirm Tier-2 resolution and user satisfaction  Document all troubleshooting steps, workarounds, and resolutions in ticket notes for future reference  Collect user feedback on support quality and platform usability for continuous improvement  Working Conditions:  Location and Environment:  Primary Work Location:  Joint Base Langley-Eustis (JBLE), Virginia  Workspace:  Government-provided office space in secure facility; access to NIPRNet, SIPRNet, and collaboration tools  Classified Work:  Regular access to classified environments (SIPRNet, AFSCI) required for coordination and stakeholder engagement    Travel Requirements:  Frequency: None at this time; however subject to change  Physical Demands: Prolonged periods of sitting and working at a computer workstation Visual acuity for detailed technical work and data analysis Manual dexterity for typing, coding, and operating computer equipment Schedule and Availability:  Core Hours:  0800-1700 EST, Monday-Friday), with occasional extended hours to meet mission deadlines or support operational events  Flexibility:  Occasional early morning or evening meetings to accommodate wing schedules across time zones  Surge Periods:  Increased hours during major milestones, events, or exercises (with advance notice)  On-Call:  Not required, but responsiveness to urgent issues expected (email/phone within 4 hours during duty hours)  Telework:  No telework eligibility for unclassified administrative tasks; all classified work must be performed on-site in approved facilities Security Environment: Work with classified information  Compliance with OPSEC, CUI handling, and classification protocols Subject to security inspections, audits, and continuous evaluation Adherence to base access, badge, and facility security requirements   Minimum Qualifications, Certifications, and Platform Credentials: Required Qualifications:  Security Clearance:  Secret clearance required at start (no interim acceptable) may require upgrade to TS/SCI Experience  2+ years of IT or AI tool help desk operations experience  Proven track record providing technical support in a high-volume, multi-user environment  Experience with DoD or federal government user support preferred  Familiarity with military organizational structures and communication protocols preferred  Certifications (Required)  CompTIA A+ OR CompTIA Security+ – Required Security+ preferred for DoD 8140.03 baseline compliance  Technical Proficiency (Required)  Ticketing system proficiency (ServiceNow, Remedy, Jira Service Desk, or equivalent) – Required  Knowledge management platform experience (SharePoint, Confluence, or equivalent) – Required  NIPRNet user environment familiarity – Required (must understand DoD network access, CAC authentication, and PKI certificate troubleshooting)  Proficiency with Windows 10/11, Microsoft Office 365, and web-based applications  Basic understanding of browser troubleshooting, cache clearing, and compatibility issues  Core Competencies  Strong written and verbal communication skills  Ability to translate technical concepts into user-friendly language  Patience and professionalism when supporting users with varying technical skill levels  Attention to detail in ticket documentation and categorization  Time management skills to balance multiple concurrent support requests  Performance Expectations  Measured against QASP standards tracked in real time on the Performance Dashboard:  90% initial response within 1 business day (measured from ticket creation to first analyst response)  85% issue resolution within 5 business days (measured from ticket creation to ticket closure)  100% ticket documentation compliance (all tickets include issue description, troubleshooting steps, resolution method, and knowledge base references)  Monthly service desk analytics report delivered by the 5th business day of each month  Knowledge base contribution of at least 2 new or updated articles per month based on recurring issues  Zero escalated complaints related to unprofessional conduct or inadequate support quality    Preferred Qualifications  CompTIA Security+ certification (if starting with A+, Security+ training and certification will be funded)  Experience supporting AI/ML platforms, data analytics tools, or RPA applications  Familiarity with AskSage, Advana, GenAI.mil, or other DoD enterprise AI platforms  Background supporting Air Force or ACC users  Experience with DAF365 collaboration environment  Understanding of AI ethics, responsible AI principles, and DoD AI governance  Previous work in a CMMI ML3 or ISO 9001-certified service delivery environment    Our Equal Employment Opportunity Policy The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.   The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.   Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.   Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352