Help Desk / User Support Analyst

Koniag Government Services•Hampton, VA

4d•Onsite

About The Position

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. The Help Desk / User Support Analyst provides Tier 1 technical support for AI and RPA platforms including AskSage, GenAI.mil, and other DoD-approved tools across Air Combat Command. The role involves operating 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 requiring direct coordination with the Stakeholder Engagement & Knowledge Management Specialist to translate recurring support issues into knowledge base articles that reduce future ticket volume, closing the loop between daily user problems and the training program that prevents them.

Requirements

Secret clearance required at start (no interim acceptable) may require upgrade to TS/SCI
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
CompTIA A+ OR CompTIA Security+ – 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
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
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

Nice To Haves

Security+ preferred for DoD 8140.03 baseline compliance
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

Responsibilities

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
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, 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
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