Support Desk Analyst

Inadev • Reston, VA

3d • Hybrid

About The Position

The Support Desk Analyst provides front-line assistance to users and stakeholders. You will respond to questions, document incidents and service requests, troubleshoot common issues, route escalations, and help maintain a strong user support experience.

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.
• 2+ years of help desk, service desk, customer support, technical support, or user support experience
• Experience documenting, triaging, and resolving tickets using an ITSM or ticketing tool
• Strong customer-service, communication, organization, and problem-solving skills
• Ability to follow support procedures, escalation paths, and documentation standards
• Basic understanding of web applications, user access, troubleshooting, and business-process support
• High school diploma required

Nice To Haves

• associate or bachelor's degree preferred
• Federal IT modernization, government support desk, or financial-regulatory user support experience
• Experience with ServiceNow, Jira Service Management, Zendesk, or equivalent ticketing tools
• ITIL Foundation, HDI, CompTIA, or equivalent support certification
• Familiarity with AI-assisted support, knowledge search, ticket summarization, or chatbot tools

Responsibilities

• Respond to user inquiries, incidents, service requests, access questions, and functional support needs through approved support channels
• Document tickets clearly with issue details, troubleshooting steps, user impacts, resolutions, and escalation notes
• Triage, prioritize, resolve, or route tickets according to support procedures and service-level expectations
• Use knowledge articles, runbooks, FAQs, and system guidance to provide accurate and consistent support
• Coordinate with senior support staff, operations, DevSecOps, engineering, training, and communications teams on escalated issues
• Support release hypercare, known-issue tracking, user notifications, and feedback collection
• Identify recurring issues, documentation gaps, and improvement opportunities for the support knowledge base
• Use AI-assisted support tools to summarize tickets, draft responses, search knowledge, and identify issue trends

What This Job Offers

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