Junior Support Desk Analyst
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.