Junior Support Analyst

Junior Support Analyst (Tier 1)

KeenLogicis 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 theeFilingsystem a mission-critical web-based application used by importers and trade partners tosubmitproduct compliance data and ensure consumer product safety.

You will serve as the first point of contact for usersassistingwith basic troubleshooting resolving standard issues and ensuringa high levelof 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 fouroptionyears 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)

• Mustcomply withall CPSC security and privacy requirements

Required Qualifications

• Minimum2 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 andgeneral applicationfunctionality 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

• Assistingwith 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

• Maintainaccuratedocumentation of support requests and resolutions

• Assistin developing and updating knowledge base articles and user guides

• Support onboarding and training efforts fornew 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