Junior Support Analyst
Junior Support Analyst (Tier 1)
KeenLogic is seeking a Junior Support Analyst to support a federal program with the U.S. Consumer Product Safety Commission (CPSC). This role will provide Tier 1 technical support for the eFiling system, a mission-critical, web-based application used by importers and trade partners to submit product compliance data and ensure consumer product safety.
You will serve as the first point of contact for users, assisting with basic troubleshooting, resolving standard issues, and ensuring a high level of customer support. This is an excellent opportunity for candidates looking to grow their technical support skills in a fast-paced, federal environment.
Candidates must be able to support onsite work at CPSC Headquarters in Bethesda, MD, as needed. This position supports a long-term federal contract with a base year and four option years, offering up to five years of continued work. This is a full-time position with core hours aligned to standard business hours.
Security Requirements
Must be able to pass a federal background investigation (PIV)
Must comply with all CPSC security and privacy requirements
Required Qualifications
Minimum 2+ years of experience supporting SaaS or web-based applications
Strong customer service and communication skills
Experience working in a help desk or service desk environment
Ability to manage and prioritize high-volume support requests
Ability to explain technical issues to non-technical users
Required Experience
Responding to user inquiries and resolving basic technical issues
Troubleshooting system access, data entry, and general application functionality issues
Escalating complex or unresolved issues to Tier 2 support
Documenting tickets, resolutions, and known issues in a ticketing system
Supporting end users in a customer-facing environment
Assisting with user onboarding and basic training
Duties and Responsibilities
Serve as the first point of contact for user support requests
Provide Tier 1 troubleshooting for application and access-related issues
Escalate advanced technical issues to senior support staff
Track and manage incidents using a ticketing system such as Jira
Maintain accurate documentation of support requests and resolutions
Assist in developing and updating knowledge base articles and user guides
Support onboarding and training efforts for new users
Preferred Qualifications
Experience supporting external users or customers
Familiarity with Jira or similar ticketing systems
Experience supporting federal systems or working in regulated environments