Junior Support Desk Analyst

Inadev • Reston, VA

2d • Hybrid

About The Position

The Junior Support Desk Analyst supports front-line assistance for users under the guidance of senior support staff. You will help document user issues, follow troubleshooting procedures, resolve common requests, and escalate more complex issues to the appropriate teams.

Requirements

• Must be a U.S. Citizen.
• Must be willing to work a HYBRID Schedule (2 Days) in Reston, VA & client locations in the Washington D.C. area as required.
• Ability to pass a 7-year background check and obtain/maintain a U.S. Government Clearance
• Strong communication and presentation skills.
• Must be able to prioritize and self-start.
• Must be adaptable/flexible as priorities shift.
• Must be enthusiastic and have passion for learning and constant improvement.
• Must be open to collaboration, feedback and client asks.
• Must enjoy working with a vibrant team of outgoing personalities.
• 1+ years of customer service, help desk, technical support, administrative support, or user-support experience
• Strong communication, customer-service, organization, and attention-to-detail skills
• Ability to follow procedures, document issues clearly, and escalate appropriately
• Basic familiarity with web applications, Microsoft Office, collaboration tools, or ticketing systems
• Willingness to learn technical support processes, federal program standards, and workflows
• High school diploma required

Nice To Haves

• associate or bachelor's degree preferred
• Federal IT, service desk, call center, or government-contracting support experience
• Experience with ServiceNow, Jira Service Management, Zendesk, SharePoint, Teams, or similar tools
• Entry-level IT, customer support, or service-management certification
• Familiarity with AI-assisted support tools, knowledge search, or ticket summarization

Responsibilities

• Receive, document, and update user inquiries, incidents, service requests, and access-support tickets
• Follow approved scripts, knowledge articles, runbooks, and escalation procedures to support users consistently
• Resolve common user questions and basic troubleshooting issues or route tickets to the correct support group
• Capture accurate issue details, user impacts, steps taken, and resolution notes in the ticketing system
• Support release hypercare, known-issue tracking, user communications, and support documentation updates
• Coordinate with senior analysts, support leads, operations, training, and technical teams as needed
• Identify recurring questions or documentation gaps and share them with the support team
• Use AI-assisted tools to help search knowledge, summarize tickets, and draft user-response notes

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED