Support Desk Analyst
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
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.