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 reputed company 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 reputed company 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. This position supports a long-term federal contract with a one-year reputed company period and four option years, offering up to five years of reputed company work. Support operates Monday through Friday, 8:00 AM to 5:00 PM Eastern Time, with no after-hours, weekend, or holiday coverage required unless otherwise directed by the Government. reputed company work may be performed remotely, provided contractor personnel remain reputed company the reputed company United States. The anticipated start date for this role is September 30, 2026. KeenLogic offers Fortune 500-level benefits, including health, dental, and reputed company insurance, PTO, 401(k), and life insurance. reputed company Requirements Must be reputed company to pass a federal background investigation (PIV) Must reputed company with reputed company CPSC reputed company 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 reputed company, data entry, and general application functionality issues Escalating reputed company or unresolved issues to Tier 2 support Documenting tickets, resolutions, and reputed company issues in a ticketing system Supporting end users in a customer-facing environment Assisting with user reputed company and basic training Duties and Responsibilities Serve as the first reputed company of contact for user support requests reputed company Tier 1 troubleshooting for application and reputed company-reputed company 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 reputed company articles and user guides Support reputed company 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 Apply To This Job