Hybrid Help Desk Analyst — AI-Powered User Support

Inadev; Reston (VA); Hybrid; USD 52,000 - 75,000; Full time

Job summary

Inadev is seeking a Support Desk Analyst to provide front-line assistance for users and stakeholders in a hybrid Reston, VA setting. The role involves responding to inquiries, documenting incidents, and routing escalations to preserve a strong user support experience.

The ideal candidate has 2+ years in a help desk environment, solid communication skills, and experience with ITSM ticketing tools. This position supports federal contracts and may require background checks.

Qualifications

• Minimum 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.

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.

Skills

Help desk experience

Customer service

Communication skills

Organization skills

Problem-solving

Ticketing tools ITSM

Education

High school diploma

Associate degree

Bachelor's degree

Tools

ServiceNow

Jira Service Management

Zendesk

Ticketing tools

Job description

Inadev is seeking a Support Desk Analyst to provide front-line assistance for users and stakeholders in a hybrid Reston, VA setting. The role involves responding to inquiries, documenting incidents, and routing escalations to preserve a strong user support experience.

The ideal candidate has 2+ years in a help desk environment, solid communication skills, and experience with ITSM ticketing tools. This position supports federal contracts and may require background checks.