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 escalate 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.
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 escalate 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
Skills Required
- U.S. citizenship
- Willingness to work a hybrid schedule two days per week in Reston, Virginia, and at Washington, D.C.-area client locations as required
- Ability to pass a seven-year background check and obtain and maintain a U.S. government clearance
- Strong communication and presentation skills
- Ability to prioritize and self-start
- Adaptability and flexibility as priorities shift
- Openness to collaboration, feedback, and client requests
- At least one year 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 escalate 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
- Associate or bachelor's degree
- 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
What We Do
Formed in 2011, INADEV is focused on its founding principle to build innovative customer-centric solutions incredibly fast, secure, and at scale. Remaining true to this founding principle, INADEV has grown to an award-winning global company delivering world-class digital experiences to the largest federal agencies, commercial companies (both large and small), non-profits, and state and local organizations. Solving our clients’ biggest challenges with practical solutions, INADEV accelerates customer time to market. We continually achieve these outcomes for our customers through our culture and team dynamic, driven by our PLEDGE: · Promoting diversity of backgrounds to bring forward the most creative and best ideas · Leading with courage that fosters a tenacious work ethic that delivers on our promises · Establishing collaborative partnerships where the client is always first · Delivering innovation through teamwork where we have created an environment that encourages curiosity and promotes life-long learning. · Governing ourselves with integrity and honesty that promotes strong ethics, transparency, and trustworthiness · Enjoying our work and the people around us where our passion is demonstrated in everything we do
