Description
The Support Desk Analyst provides front-line user and stakeholder support by responding to inquiries, documenting and triaging incidents and service requests, troubleshooting common issues, routing escalations, and coordinating with operations, engineering, DevSecOps, training, and communications teams. The role also supports release hypercare, known-issue tracking, user notifications, feedback collection, and knowledge-base improvements, using AI-assisted support tools. It requires a hybrid schedule in Reston, Virginia, and client locations in the Washington, D.C. area, along with U.S. citizenship, a seven-year background check, and a U.S. government clearance.
