Junior PDS Support Desk Analyst

Inadev•Reston, VA

14h•Hybrid

About The Position

The Junior PDS Support Desk Analyst provides day-to-day technical and user support for the Legacy EDGAR PDS environment. The analyst serves as a frontline resource for identifying, documenting, troubleshooting, and resolving application and production support issues while ensuring users receive timely and professional assistance. The role suits someone with foundational experience in AWS, Python, application support, and troubleshooting who wants to develop deeper technical expertise in a mission-critical federal environment. A successful analyst is customer-focused, technically curious, responsive, and detail-oriented. They take ownership of support tickets from initial intake through resolution, determine when to troubleshoot independently or escalate, and develop expertise in EDGAR PDS, AWS, and Python. The position requires a hybrid schedule, working 3–4 days in Reston, Virginia, and at client locations in the Washington, D.C. area as required. Applicants must be U.S. citizens and able to pass a seven-year background check and obtain and maintain a U.S. Government clearance. Applicants supporting federal government contracts may be subject to background investigations and employment eligibility verification.

Requirements

Must be a U.S. citizen.
Must be willing to work a hybrid schedule, 3–4 days in Reston, Virginia, and at client locations in the Washington, D.C. area as required.
Ability to pass a seven-year background check and obtain and maintain a U.S. Government clearance.
1–3 years of experience in technical support, application support, service desk, or a related IT role.
Foundational knowledge of Amazon Web Services (AWS) and cloud-hosted applications.
Basic experience with Python scripting.
Familiarity with application troubleshooting, logs, monitoring, and incident management.
Understanding of ticketing systems and service desk processes.
Strong analytical and problem-solving skills.
Strong written and verbal communication skills.
Ability to work collaboratively with users, developers, infrastructure teams, DBAs, and other technical personnel.
Strong communication and presentation skills.
Ability to prioritize and self-start.
Adaptability and flexibility as priorities shift.
Enthusiasm and a passion for learning and continuous improvement.
Openness to collaboration, feedback, and client requests.

Nice To Haves

Experience supporting federal government or regulated systems.
Familiarity with AWS CloudWatch or similar monitoring and logging tools.
Exposure to Linux, APIs, SQL, or relational databases.
Knowledge of ITIL-based incident, problem, and change management practices.
Experience supporting production or high-availability applications.

Responsibilities

Provide Tier 1 and Tier 2 technical support for EDGAR PDS users and applications.
Receive, document, prioritize, and track incidents and service requests through resolution.
Troubleshoot application, access, configuration, data, and production-support issues.
Perform initial technical analysis and escalate complex issues to senior support, engineering, database, or infrastructure teams.
Support applications and services operating within AWS cloud environments.
Use basic Python scripting for troubleshooting, log analysis, routine support activities, and automation.
Review application logs, alerts, and system information to help identify production issues.
Monitor assigned tickets and provide users with timely status updates through resolution.
Document resolutions and contribute to knowledge articles, troubleshooting guides, and standard operating procedures.
Assist with application releases, production changes, validation, and post-deployment support.
Identify recurring issues and work with senior team members to improve support processes and application reliability.
Follow established incident, problem, change, security, and escalation procedures.