Hybrid Help Desk Analyst — AI-Driven User Support

Inadev-Corporatio; Reston (VA); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Inadev Corporation seeks a Support Desk Analyst to provide front-line assistance to users and stakeholders. You will respond to questions, document incidents, troubleshoot issues, and route escalations to ensure a reliable user support experience.

The role requires 2+ years in help desk or service desk support, experience with ITSM tools (ServiceNow, Jira Service Management, Zendesk), and strong communication skills. Hybrid schedule in Reston, VA with federal-contract awareness.

Qualifications

• 2+ years of help desk or service desk 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.

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.

Skills

Customer service

Communication

Organization

Problem solving

Education

High school diploma

Associate's degree

Bachelor's degree

Tools

ServiceNow

Jira Service Management

Zendesk

Job description

Inadev Corporation seeks a Support Desk Analyst to provide front-line assistance to users and stakeholders. You will respond to questions, document incidents, troubleshoot issues, and route escalations to ensure a reliable user support experience.

The role requires 2+ years in help desk or service desk support, experience with ITSM tools (ServiceNow, Jira Service Management, Zendesk), and strong communication skills. Hybrid schedule in Reston, VA with federal-contract awareness.