Junior Support Desk Analyst

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

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 elevate more complex issues to the appropriate teams.

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.

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 escalates 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