Help Desk / User Support Analyst

Job description

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. 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 the...