Junior Helpdesk Analyst

Jonas Software

1d • Onsite

About The Position

The Junior Helpdesk Analyst is an entry-level, customer-focused role responsible for supporting AscenteVMS clients with basic system questions and issues. This position serves as a first point of contact for support requests and focuses on learning the product, support processes, and best practices for delivering a strong client experience. This role is ideal for someone early in their career who is eager to develop technical, problem-solving, and communication skills. The Junior Helpdesk Analyst works closely with Helpdesk Analysts and Senior Helpdesk Analysts, escalating more complex issues while building the skills needed to become an independent support contributor. Success in this role is defined by responsiveness, willingness to learn, attention to detail, and the ability to follow through on tasks. This is a fast-paced, learning-focused role where success is driven by curiosity, attention to detail, and a willingness to develop technical and client-facing skills over time.

Requirements

• 0 to 2 years of experience in customer service, technical support, or a related role
• Strong interest in technology and problem-solving
• Basic proficiency with Microsoft Office and Windows environments
• Strong communication skills and willingness to work with clients

Nice To Haves

• Exposure to helpdesk tools or ticketing systems
• Basic understanding of accounting or business software concepts
• Familiarity with service-based industries (HVAC, plumbing, construction)
• Willingness to learn and accept feedback
• Strong attention to detail
• Positive attitude and team-oriented mindset
• Ability to stay organized and manage tasks
• Curiosity and problem-solving mindset

Responsibilities

• Respond to incoming support requests via helpdesk, email, and phone
• Assist users with basic system navigation and common workflows
• Gather key details and properly document client issues
• Escalate issues to senior analysts with clear notes and context
• Troubleshoot basic issues using documentation and guidance from team members
• Follow established processes to resolve common support requests
• Continuously build product and technical knowledge
• Document client interactions and resolutions in the helpdesk system
• Follow existing documentation standards and templates
• Identify unclear or missing documentation and flag for improvement
• Work closely with team members to learn support processes and best practices
• Participate in training and ongoing skill development
• Seek feedback and continuously improve performance
• Use AI tools to assist with research, documentation, and understanding issues
• Follow team guidelines for AI usage in support workflows
• Learn how to validate and refine AI-generated responses
• Use AI as a learning tool to build product and technical knowledge

Benefits

• Collaborative, fast-paced environment
• Opportunity for career growth into a Helpdesk Analyst role
• Increased responsibility and ownership as skills develop
• Training and ongoing skill development
• Supportive team environment
• World-class service to valued clients
• Opportunity to be part of a growing organization
• Equal Opportunity Employer

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed