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 Help Desk / User Support AnalystprovideTier 1 technical supportfor AI and RPA platforms includingAskSage and other DoD-approved tools across Air Combat from ashared ticket queuewith one other analystmaintainingcontractually binding response and resolution standards:90% initial response within 1 business dayand85% issue resolution within 5 business is an on-site position at Joint Base Langley-Eustis requiring direct coordination with theStakeholder Engagement & Knowledge Management Specialistto translate recurring support issues into knowledge base articles that reduce future ticket just answering ticketsclosing the loop between daily user problems and the training program that prevents Job Functions:Tier-1 Technical Support:Provide first-line technical support for AI and RPA platforms acrossNIPRNetenvironments during normal duty hours (Monday-Friday 0800-1700 local)Respond to all incoming support requests within1 business hourof receipt per QASP standardsResolve85% of Tier 1 issues within 5 business daysthrough troubleshooting user guidance or coordination with platform administratorsHandlecommon supportcategories including:Account access and authentication issuesBasic platform navigation and feature questionsTraining module access and completion verificationToken activation and license assignment inquiriesPassword resets and CAC/PKI certificate troubleshootingBrowser compatibility and connectivity issuesShared Queue Operations:Operate from ashared ticket queuewith one other Help Desk Analyst to ensure continuous coverage without single-point dependencyCoordinate daily workload distribution tomaintainresponse time standards during peak volume periodsProvide backup coverage when the other analyst is unavailable due to leave training or competing prioritiesEscalate complex or unresolved issues toTier-2(AI/RPA Solutions Architects) when troubleshooting exceeds Tier-1 scopeKnowledge Base Maintenance & Contribution:Coordinate directly with theStakeholder Engagement & Knowledge Management Specialisttoidentifyrecurring issue patterns requiring knowledge base articlesDraft knowledge base content including FAQs troubleshooting guides and step-by-step user instructions based on resolved ticketsUpdate existing knowledge base articles when new platform features policy changes or workarounds areidentifiedTag all tickets withappropriate knowledgebase article references to enable self-service deflection for future usersTrack knowledge baseutilizationmetrics to measure self-service adoptionService Desk Analytics & Reporting:Categorize and tag all tickets by issue type platform user role and resolution method to enable trend analysisGeneratemonthly service desk analytics reportsidentifying:Top 10 recurring issue categoriesAverage response and resolution times by issue typeTicket volume trends by wing and directorateKnowledge gaps requiring training curriculum updatesPlatform issues requiring vendor escalationProvide service desk data to theData Analystfor integration into the Performance DashboardFeed recurring issue patterns into thetraining feedback loopmanaged by the Deputy PMUser Experience & Satisfaction:Maintain a professional patient and mission-focused approach in all user interactionsProvide clear jargon-free guidance tailored to each users technicalproficiencylevelFollow up on escalated tickets to confirm Tier-2 resolution and user satisfactionDocument all troubleshooting steps workarounds and resolutions in ticket notes for future referenceCollect user feedback on support quality and platform usability for continuous improvementWorking Conditions:Location and Environment:Primary Work Location:Joint Base Langley-Eustis (JBLE) VirginiaWorkspace:Government-provided office space in secure facility; access to NIPRNet SIPRNet and collaboration toolsClassified Work:Regular access to classified environments (SIPRNet AFSCI)requiredfor coordination and stakeholder engagement Travel Requirements:Frequency:Noneat this time; however subject to changePhysical Demands:Prolonged periods of sitting and working at a computer workstationVisual acuity for detailed technical work and data analysisManual dexterity for typing coding and operating computer equipmentSchedule and Availability:Core Hours:0800-1700 EST Monday-Friday) with occasional extended hours to meet mission deadlines or support operational eventsFlexibility:Occasional early morning or evening meetings to accommodate wing schedules across time zonesSurge Periods:Increased hours during major milestones events or exercises (with advance notice)On-Call:Notrequired 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 facilitiesSecurity Environment:Work with classified information up to Top Secret/SCI levelCompliance with OPSEC CUI handling and classification protocolsSubject to security inspections audits and continuous evaluationAdherence to base access badge and facility security requirementsMinimum Qualifications Certifications and Platform Credentials:Required Qualifications:Security Clearance:TS/SCI clearancerequiredat start(no interim acceptable) Experience2 yearsof IT or AI tool help desk operations experienceProventrack recordproviding technical support in a high-volume multi-user environmentExperience with DoD or federal government user support preferredFamiliarity with military organizational structures and communication protocols preferredCertifications (Required)CompTIA AORCompTIA Security Required Security preferred for DoD 8140.03 baseline complianceTechnical Proficiency (Required)Ticketing systemproficiency(ServiceNow Remedy Jira Service Desk or equivalent) RequiredKnowledge management platform experience(SharePoint Confluence or equivalent) RequiredNIPRNet user environment familiarity Required (must understand DoD network access CAC authentication and PKI certificate troubleshooting)Proficiencywith Windows 10/11 Microsoft Office 365 and web-based applicationsBasic understanding of browser troubleshooting cache clearing and compatibility issuesCore CompetenciesStrong written and verbal communication skillsAbility to translate technical concepts into user-friendly languagePatience and professionalism when supporting users with varying technical skill levelsAttention to detail in ticket documentation and categorizationTime management skills to balance multiple concurrent support requestsPerformance ExpectationsMeasured againstQASP standardstracked 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 reportdelivered by the 5th business day of each monthKnowledge base contributionof at least 2 new or updated articles per month based on recurring issuesZero escalated complaintsrelated to unprofessional conduct or inadequate support qualityPreferred QualificationsCompTIA Security certification (if starting with A Security training and certification will be funded)Experience supporting AI/ML platforms data analytics tools or RPA applicationsFamiliarity withAskSageAdvana or other DoD enterprise AI platformsBackground supporting Air Force or ACC usersExperience with DAF365 collaboration environmentUnderstanding of AI ethics responsible AI principles and DoD AI governancePreviouswork in a CMMI ML3 or ISO 9001-certified service delivery environmentOur Equal Employment Opportunity PolicyThe 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 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 by calling to request 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 Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352