Entry-Level IT Support Desk Specialist - Hybrid

Inadev-Corporatio; Reston (VA); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Inadev Corporation seeks a Junior Support Desk Analyst to provide front-line user assistance under supervision. You will document issues, follow troubleshooting procedures, and elevate complex tickets to appropriate teams.

This hybrid role in Reston, VA requires collaboration with IT and operations, a focus on accurate ticketing, knowledge capture, and continuous learning to support client needs.

Qualifications

• 1+ years of customer service, help desk, or technical support experience.
• Strong communication, organization, and attention to detail.
• Ability to follow procedures, document issues clearly, and escalate appropriately.
• Basic familiarity with web applications and ticketing systems.
• Willingness to learn federal program standards and workflows.
• High school diploma required; associate or bachelor’s degree preferred.

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.

Skills

Customer service

Help desk

Technical support

Administrative support

User support

Communication

Documentation

Attention to detail

Procedures following

Education

High school diploma

Associate or Bachelor's degree preferred

Tools

ServiceNow

Jira Service Management

Zendesk

SharePoint

Teams

Microsoft Office

Job description

Inadev Corporation seeks a Junior Support Desk Analyst to provide front-line user assistance under supervision. You will document issues, follow troubleshooting procedures, and elevate complex tickets to appropriate teams.

This hybrid role in Reston, VA requires collaboration with IT and operations, a focus on accurate ticketing, knowledge capture, and continuous learning to support client needs.