Junior Support Desk Analyst

Inadev; Reston (VA); Hybrid; USD 50,000 - 65,000; Full time

Job summary

Inadev seeks a Junior Support Desk Analyst to provide front-line user assistance under senior staff. You will document issues, follow troubleshooting procedures, resolve common requests, and escalate as needed.

Hybrid schedule in Reston, VA with potential client locations in the DC area. Strong communication, adaptability, and a passion for learning are essential for success.

Qualifications

• Must have 1+ years of customer service or help desk experience.
• Strong communication, organization, and attention-to-detail skills.
• Able to follow procedures, document issues clearly, and escalate appropriately.
• Basic familiarity with web apps, Microsoft Office, collaboration tools, or ticketing systems.
• Willingness to learn federal program processes and workflows.

Responsibilities

• Receive, document, and update user inquiries, incidents, service requests, and access tickets.
• Follow scripts, knowledge articles, runbooks, and escalation procedures to support users.
• Resolve common questions and basic troubleshooting issues or route tickets to the correct group.
• Capture accurate issue details, 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, leads, operations, training, and technical teams as needed.
• Identify recurring questions or documentation gaps and share them with the team.
• Use AI-assisted tools to search knowledge, summarize tickets, and draft user responses.

Skills

Customer service

Communication skills

Documentation

Ticketing experience

Education

High school diploma

Associate or Bachelor's degree preferred

Tools

ServiceNow

Jira Service Management

Zendesk

SharePoint

Microsoft Teams

Job description

The Junior Support Desk Analyst supports front-line assistance for users under the guidance of senior support staff. You will help document user issues, follow troubleshooting procedures, resolve common requests, and escalat...

Description

Position Summary

The Junior Support Desk Analyst supports front-line assistance for users under the guidance of senior support staff. You will help document user issues, follow troubleshooting procedures, resolve common requests, and escalat...

Key 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

Physical Demands

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Inadev Corporation does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, sexual orientation/gender identity, or national origin

Integrity And Compliance Notice

All information provided by applicants must be complete, truthful, and accurate. Any intentional misrepresentation of skills, experience, credentials, or identity may result in removal from consideration for this and future employment opportunities.

For positions supporting U.S. federal government contracts, applicants may be subject to background investigations and employment eligibility verification in accordance with federal regulations. Providing false information during this process may be subject to review and action as required under applicable federal laws and security regulations.

Inadev is proud to be an Equal Opportunity Employer and a federal contractor committed to compliance with all applicable EEO, OFCCP, and federal hiring standards.

Requirements

Non-Technical Requirements

• Must be a U.S. Citizen.
• Must be willing to work a HYBRID Schedule (2 Days) in Reston, VA & client locations in the Washington D.C. area as required.
• Ability to pass a 7-year background check and obtain/maintain a U.S. Government Clearance
• Strong communication and presentation skills.
• Must be able to prioritize and self-start.
• Must be adaptable/flexible as priorities shift.
• Must be enthusiastic and have passion for learning and constant improvement.
• Must be open to collaboration, feedback and client asks.
• Must enjoy working with a vibrant team of outgoing personalities.

Required Qualifications

• 1+ years of customer service, help desk, technical support, administrative support, or user-support experience
• Strong communication, customer-service, organization, and attention-to-detail skills
• Ability to follow procedures, document issues clearly, and escalation appropriately
• Basic familiarity with web applications, Microsoft Office, collaboration tools, or ticketing systems
• Willingness to learn technical support processes, federal program standards, and workflows
• High school diploma required; associate or bachelor's degree preferred

Preferred Qualifications

• Federal IT, service desk, call center, or government-contracting support experience
• Experience with ServiceNow, Jira Service Management, Zendesk, SharePoint, Teams, or similar tools
• Entry-level IT, customer support, or service-management certification
• Familiarity with AI-assisted support tools, knowledge search, or ticket summarization