Junior Support Analyst at KeenLogic – Bethesda, Maryland

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