Help Desk / User Support Analyst

Koniag IT Systems LLC, a Koniag Government Services company, is seeking a Help Desk/User Support Analyst with a TS/SCI security 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 up to Top Secret/SCI level
• 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:

• TS/SCI clearance required at start (no interim acceptable)

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