Help Desk Analyst (Jr)

**Help Desk Analyst (Junior) – Tier 1 Support \& Mission Operations \| USAF AFJIS (ALEOS)** **About the Mission** Imagine enabling the United States Air Force to protect its people, installations, and global operations—through better, faster, smarter software. Ardigent is supporting the evolution of the **Air Force Justice Information System (AFJIS)** under the ALEOS program—a mission\-critical law enforcement and integrated defense system used by Security Forces worldwide. This system underpins investigations, case management, and operational decision\-making across the Air Force’s global security mission. This is not just another IT program. It’s a platform that directly supports national security, operational readiness, and the safety of Airmen. **About Ardigent** At Ardigent, we don’t just “do Agile”—we live it. We are a consultancy specializing in Agile transformation and DevSecOps delivery across federal agencies. We bring modern product thinking, lean delivery, and technical excellence to government missions that matter. Our teams are known for turning complexity into clarity—and for making real, measurable impact. **The Opportunity** We are seeking a **Junior Help Desk Analyst (Tier 1 Support)** to join our team and serve as the **front line of support** for users of AFJIS. In this role, you will provide **Tier 1 Help Desk support**, ensuring that users across the Air Force can access, understand, and effectively use mission\-critical systems. The ALEOS program includes ongoing **system sustainment, maintenance, and user support**, making this role essential to day\-to\-day mission continuity. This is a great opportunity for someone early in their career who is passionate about technology, enjoys helping people, and wants to contribute to a system that directly supports national defense. **Key Responsibilities** **Tier 1 Help Desk Support** * Serve as the **first point of contact** for users experiencing issues with AFJIS applications * Receive, log, track, and manage incidents and service requests through a ticketing system * Provide **initial troubleshooting and resolution** for common technical issues (login/access issues, system errors, usability questions, etc.) * Escalate complex or unresolved issues to Tier 2/3 support teams with clear documentation and context * Ensure timely response and resolution in accordance with service level expectations **User Support \& Customer Service** * Deliver professional, responsive, and mission\-focused customer support to end users * Guide users through step\-by\-step solutions and system functionality * Support onboarding of new users, including account access and basic system orientation * Communicate system updates, outages, and known issues clearly to users **Incident \& Problem Management** * Accurately document all incidents, resolutions, and troubleshooting steps * Identify recurring issues and contribute to problem identification and resolution efforts * Support **problem