Hybrid IT Help Desk Analyst - Entry Level

Socket.dev; Reston (VA); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Socket.dev is seeking a Junior Support Desk Analyst to provide front-line assistance under guidance of senior staff. You will document issues, follow troubleshooting steps, resolve common requests, and escalate complex problems to the appropriate teams.

Ideal candidates have 1+ year of customer service or help desk experience, strong communication, and the ability to follow procedures. This is a hybrid role based in Reston, VA with potential client coordination.

Qualifications

• 1+ years of customer service, help desk, or user-support experience.
• Strong communication, customer-service, organization, and attention-to-detail skills.
• Ability to follow procedures, document issues clearly, and escalate appropriately.
• Basic familiarity with web applications, Microsoft Office, collaboration tools, or ticketing systems.
• Willingness to learn technical support processes 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 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 with the support team.
• Use AI-assisted tools to search knowledge, summarize tickets, and draft user-response notes.

Skills

Strong communication

Customer service

Organization

Attention to detail

Ability to follow procedures

Documentation skills

Education

High school diploma

Associate or Bachelor's degree preferred

Tools

Microsoft Office

Ticketing systems

Web applications

Collaboration tools

Job description

Socket.dev is seeking a Junior Support Desk Analyst to provide front-line assistance under guidance of senior staff. You will document issues, follow troubleshooting steps, resolve common requests, and escalate complex problems to the appropriate teams.

Ideal candidates have 1+ year of customer service or help desk experience, strong communication, and the ability to follow procedures. This is a hybrid role based in Reston, VA with potential client coordination.