Support Desk Analyst

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

Position Summary:

The Support Desk Analyst provides front-line assistance to users and stakeholders. You will respond to questions, document incidents and service requests, troubleshoot common issues, route escalations, and help maintain a strong user support experience.

Key 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

PHYSICAL DEMANDS:

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

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:

• 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
• Basic understanding of web applications, user access, troubleshooting, and business-process support
• High school diploma required; associate or bachelor's degree preferred

Preferred Qualifications:

• Federal IT modernization, government support desk, or financial-regulatory user support experience
• Experience with ServiceNow, Jira Service Management, Zendesk, or equivalent ticketing tools
• ITIL Foundation, HDI, CompTIA, or equivalent support certification
• Familiarity with AI-assisted support, knowledge search, ticket summarization, or chatbot tools