TAP Application Support/Help Desk Analyst (Fort Knox)

Choctaw Global

7h

About The Position

Choctaw Premier Services (CPS) supports the Department of Defense Transition Assistance Program (TAP), a mission critical program that aids and supports Service Members and their families in preparing for life after military service. We are seeking an Application Support/ Help Desk Analyst to provide day-to-day technical support for TAP information systems and Government Furnished IT equipment. In this role, you will be the first point of contact for users across the enterprise, ensuring they have reliable access to the systems they depend upon to serve transitioning Service Members. If you are organized, responsive, and motivated by meaningful work, this is an opportunity to make a direct impact while growing your career within a Federal IT environment.

Requirements

• Associate or bachelor’s degree preferred in Information Technology, Information Systems, Computer Science, Management Information Systems, or related field.
• Minimum of two (2) years of experience providing application support, help desk, or IT customer support within a professional environment.
• Experience in Federal, DoD, or Army IT environments preferred.
• Demonstrated experience in trouble ticket management, user access support, issue triage, and customer service within a fast-paced environment.
• U.S. citizenship required.
• Ability to successfully complete a background investigation (National Agency Check or higher), as required.

Nice To Haves

• Experience supporting enterprise information systems, databases, or case management platforms preferred.
• Excellent communication skills with the ability to translate technical concepts for non-technical audiences.
• Strong analytical skills and with the ability to transform data into actionable insights.
• Commitment to accuracy, accountability, and excellence in aspects of program support.
• Advanced proficiency in Microsoft Office Suite.

Responsibilities

• Serve as the primary intake point of contact for TAP IT trouble tickets related to the TAP Database System of Record, TAP Virtual Center Tools, and Government Furnished IT equipment.
• Log, categorize, prioritize, and track tickets in accordance with established procedures and severity levels.
• Perform initial triage to determine appropriate resolution path or escalation.
• Resolve routine user access, permissions, accounts, connectivity, and functionality issues within authorized scope.
• Document all actions, timelines, and outcomes in compliance with ARIMS and contract requirements.
• Escalate complex or systemic issues to the System Design / IT Liaison and appropriate Government IT stakeholders.
• Coordinate resolution efforts and track issues through closure.
• Support testing and validation of system fixes and enhancements prior to enterprise release.
• Participate in recurring coordination meetings as directed.
• Ensure Counselors, Regional Managers, Installation Managers, and Government Stakeholders maintain uninterrupted access to TAP systems.
• Monitor ticket trends and identify recurring issues or gaps affecting service delivery.
• Identify and report data discrepancies, user errors, or system behaviors impacting reporting accuracy.
• Assist in preparing metrics, summaries, and briefings related to system performance and support trends.
• Review and recommend updates to SOPs and job aids when system or policy changes occur.
• Comply with AR 25-2, cybersecurity, and information assurance requirements.
• Complete all mandatory Government and contract required training.

Benefits

• Meaningful Impact: Support a national program that directly assists Service Members as they transition to civilian careers.
• Professional Growth: Build experience in enterprise IT support within a high visibility DoD program; Strengthen your skills in incident management, system support, and federal compliance.
• A Team with Purpose: Work with dedicated professionals committed to excellence and continuous improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree