QA Analyst (Mid)
KeenLogic is seeking to hire a QA Analyst (Mid) supporting the United States Senate on a multi-year Information Technology Support program, providing essential IT services to ensure continuity of operations across Senate offices. This contract spans six years beginning March 1, 2026 (two base years and four option years), offering long-term stability and growth.
Work will be performed on-site at Senate facilities in Washington, DC, and other approved Senate locations as required. This is a full-time position offering Fortune 500-level health/dental/vision, PTO, 401k, and Life Insurance.
The QA Analyst ensures service quality, process compliance, and continual improvement across Help Desk operations. This role focuses on monitoring performance, auditing tickets, and supporting training and improvement initiatives.
Qualifications
- Must be able to pass a Senate background check and must be eligible for Senate Office building access
- 2+ years of IT support experience
- Active CompTIA Security+
Duties and Responsibilities
- Maintains and supports quality assurance programs, procedures, and controls to ensure service performance and deliverables conform to established Government standards and contractual requirements
- Works directly with Help Desk, installation, and technical teams to conduct ongoing inspections, audits, and quality reviews, and to reinforce compliance with documented processes and procedures
- Reviews service tickets, documentation, and workflows to ensure accuracy, completeness, and adherence to service level agreements (SLAs)
- Establishes and monitors key quality checkpoints for new services, processes, tools, or procedural changes
- Identifies trends, recurring issues, and areas of non-compliance through data analysis, audits, and performance metrics
- Advises management on quality trends, audit findings, vendor performance, and areas requiring corrective action or process improvement
- Documents audit results, findings, and recommendations, and tracks corrective actions through resolution
- Collaborates with operations leadership to support continuous service improvement initiatives
- Assists with the development, review, and refinement of standard operating procedures (SOPs), work instructions, and quality documentation
- Supports training and coaching efforts by identifying knowledge gaps and process improvement opportunities
- Ensures QA activities align with security, compliance, and documentation requirements
- Prepares and contributes to reports and briefings related to quality performance, metrics, and compliance status
- Maintains awareness of contractual requirements and performance standards applicable to the program
- Performs other related duties as assigned in support of quality assurance and service delivery operations
Top Skills
What We Do
Today’s government agencies must continually evolve to keep pace with the dynamic and rapidly changing technology landscape. To ensure continual innovation and improvement, these agencies must be able to anticipate all future needs while embracing technological advancements.
At KeenLogic, we create value through differentiation, innovation, and technology to drive high-quality enterprise IT services such as help desk as a service — for government customers. We combine the latest states of “what is” with an unrealized yet needed version of “what could be.”
KeenLogic operates two distinct lines of business:
(1) Enterprise IT Services (Helpdesk/Service Desk)
(2) Network/Internet Services (Fixed-Wireless Microwave Broadband)
We have a 10-year track record of high-quality performance and service delivery and a reputation for taking exceptional care of our team.
The company is well funded and capitalized to support new project ramp-up and overhead costs, has a highly experienced executive and management team, and a board of directors with over 20 years of management and operations experience.
We aim to provide the highest standard of customer service to government agencies by leveraging a corporate foundation that is built on CMMI Level III business processes, leadership, and financial strength.
Key attributes:
• 10-year history of providing quality, customer-focused IT solutions
• Excellent past performance and track record
• 95% employee retention rate
• Small business agility with large business resources
• Secret facility clearance
• Well capitalized for project ramp-up
• KeenLogic is a reputed enterprise IT services and help desk solutions provider that answers today’s problems while anticipating the needs of tomorrow.
