Hybrid Help Desk Analyst: AI-Supported Support & Triage

Socket.dev; Reston (VA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Inadev is seeking a Support Desk Analyst to provide front-line user and stakeholder assistance from its Reston HQ. You will respond to inquiries, document incidents, troubleshoot issues, route escalations, and help maintain a strong user support experience.

The role involves collaborating with operations, engineering, and other teams, supporting release hypercare and knowledge-base improvements, and using AI-assisted tools to summarize tickets and draft responses.

Qualifications

• 2+ years of help desk, service desk, 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; associate or bachelor's degree preferred.

Responsibilities

• Respond to user inquiries, incidents, service requests, access questions, and support needs.
• Document tickets with issue details, steps taken, impacts, resolutions, and escalation notes.
• Triage, prioritize, resolve, or route tickets per procedures and SLAs.
• Use knowledge articles, runbooks, FAQs, and system guidance to provide accurate support.
• Coordinate with senior staff, operations, DevSecOps, engineering, training, and comms on escalations.
• Support release hypercare, known-issue tracking, user notifications, and feedback.
• Identify recurring issues and improvements for the knowledge base.
• Use AI-assisted tools to summarize tickets and draft responses.

Skills

Communication

Organization

Problem-solving

Customer service

Prioritization

Self-start

Education

High school diploma

Associate degree

Bachelor's degree

Tools

ServiceNow

Jira Service Management

Zendesk

Job description

Inadev is seeking a Support Desk Analyst to provide front-line user and stakeholder assistance from its Reston HQ. You will respond to inquiries, document incidents, troubleshoot issues, route escalations, and help maintain a strong user support experience.

The role involves collaborating with operations, engineering, and other teams, supporting release hypercare and knowledge-base improvements, and using AI-assisted tools to summarize tickets and draft responses.