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Tech Stack
Tools & technologiesERPServiceNow
About the role
Key responsibilities & impact- Provide Tier 1 service-desk support through the Freshservice queue, including intake, triage, basic troubleshooting, resolution, and appropriate escalation
- Serve as an initial point of contact for cross-functional users
- Clarify business needs and translate requests into actionable information for technical or functional resources
- Determine whether to troubleshoot independently, gather additional information, or escalate
- Communicate ticket status, next steps, priorities, and delivery expectations
- Manage assigned requests and competing priorities with appropriate follow-up, responsiveness, and documentation
- Provide basic multi-system user support for access, navigation, functionality, and usage questions
- Support Freshservice optimization, including canned responses, service-level definitions, ticket categorization, knowledge-base articles, and self-service content
- Document procedures and recurring solutions and contribute to knowledge-base and onboarding materials
- Develop technical and business-process knowledge across Deltek Vantagepoint and other supported systems
Requirements
What you’ll need- 1+ years’ experience
- High school diploma
- Strong customer-service and communication skills, with the ability to work effectively with both technical and nontechnical users
- Sound judgment, accountability, and ownership of assigned work
- Organized and able to manage multiple requests, priorities, and follow-ups effectively
- Resourceful and comfortable researching issues and using available documentation before escalating
- Ability to work independently while partnering effectively across departments in both remote and office environments
- Highly coachable, curious, and proactive in developing new knowledge and skills
- Successful candidates must pass a pre-employment drug test and background check prior to beginning employment
- Preferred: Experience in an IT help desk, application support, service desk, or similar ticket-based support environment
- Preferred: Experience with Freshservice, ServiceNow, Jira Service Management, or a comparable ticketing platform
- Preferred: Exposure to ERP or enterprise business applications; Deltek Vantagepoint experience is a plus
- Preferred: Experience supporting cross-functional business teams or documenting procedures and knowledge-base content
- Must have U.S. work authorization
Benefits
Comp & perks- 100% employee-owned firm
- Benefits and perks of being a Dudekian (specific benefits not listed in the posting)
- Remote work option