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 Ask Sage, 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, 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
- 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
- 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
- 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
- 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
- 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
Location and Environment:
Primary
Work Location:
Workspace:
- Government-provided…
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