Junior Support Desk Analyst
The Junior Support Desk Analyst provides front-line user support by documenting issues, following troubleshooting procedures, resolving common requests, and escalating complex problems under senior staff guidance. This role involves coordinating with multiple teams, maintaining support documentation, and utilizing AI-assisted tools to enhance service efficiency. The position requires strong communication skills, adaptability, and a commitment to continuous learning within a hybrid work environment supporting federal contracts.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
What You’ll Do
The Junior Support Desk Analyst provides first-line technical and customer support for end users, following defined runbooks and escalating more complex issues. This is an entry-level, hands-on support role ideal for someone starting a career in IT support or service management.
- Receive, document, triage, and update user inquiries, incidents, service requests, and access-support tickets in the ticketing system.
- Follow approved scripts, knowledge articles, and escalation procedures to ensure consistent support.
- Troubleshoot and resolve common user issues (password resets, application access, basic connectivity) or route tickets to the appropriate technical team.
- Capture accurate issue details, user impact, steps taken, and resolution notes for each ticket.
- Support release hypercare, known-issue tracking, user communications, and updates to support documentation.
- Coordinate with senior analysts, support leads, operations, training, and technical teams as needed.
- Identify recurring issues or documentation gaps and recommend improvements.
- Use AI-assisted tools to search knowledge bases, summarize tickets, and draft user-response notes while maintaining quality and accuracy.
What We’re Looking For
This role is best for someone with customer-facing experience who wants to grow into a technical support career. The successful candidate will be organized, communicative, eager to learn, and comfortable following procedures.
- 1+ years of customer service, help desk, technical support, administrative support, or user-support experience.
- Strong verbal and written communication, customer-service orientation, organization, and attention to detail.
- 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 support workflows.
- High school diploma required; associate or bachelor’s degree preferred.
- Preferred: entry-level IT/support certifications or experience with ServiceNow, Jira Service Management, Zendesk, SharePoint, Microsoft Teams, or similar tools.
- Preferred: experience in federal IT, service desk, call center, or government-contracting environments and familiarity with AI-assisted support tools.
Work Location & Clearance
This is a HYBRID role (typically 2 days on-site per week) based in Reston, VA with possible work at client locations in the Washington, D.C. area as required.
- Must be a U.S. Citizen (position requires ability to obtain and maintain U.S. government clearance).
- Ability to pass a 7-year background check and obtain/maintain required U.S. Government security clearances.
- Reasonable accommodations will be considered to enable individuals with disabilities to perform essential functions.
Compensation & Type
- Full-time position.
- Salary: $45,000–$55,000 per year (range based on relevant experience).
- Employed by Confidential Client (via Careertakes).
Why Apply via Careertakes
Careertakes acts as the recruiting partner for this opening and will support you through the process, including matching you to additional opportunities when appropriate. We follow best practices used by third-party recruiters to present clear expectations, timely feedback, and privacy-respecting candidate communication.
Additional Details & Legal Notices
Careertakes and our client require that applicant information be complete, truthful, and accurate. For roles supporting U.S. federal contracts, applicants may be subject to background investigations and eligibility verification under applicable federal regulations. Providing false information may result in removal from consideration.
Confidential Client is an equal opportunity employer and federal contractor committed to compliance with all applicable EEO and federal hiring standards.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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