Make an Impact with Technology that Changes Lives
Are you the person who loves untangling a gnarly ticket, translating "it's broken" into a clear next step, and following through until it's truly resolved? Join PESI as a Systems Support Analyst and become the first point of contact in Freshdesk for the internal systems our teams rely on every day - triaging requests, troubleshooting what you can, and routing the rest to the right team with the context they need to move fast. You'll report to our Program Manager and work daily alongside every team in IT, and with people across our entire organization, to make sure nothing falls through the cracks.
Overview of the Information Technology Team:
The PESI IT Team supports every aspect of our organization, from desktop support to enterprise software development. We build and manage the systems that drive innovation, streamline operations, and enhance the experience for our associates and customers alike. Our team values agility, accountability, and cross-functional collaboration - and we're looking for someone who can stay organized and level-headed while triaging a high volume of requests with purpose and precision.
We've built our support model so the right request reaches the right team every time. Our Customer Service team owns the day-to-day support of our external customers, escalating to IT only when an issue turns out to be a systems issue. Our IT Ops team triages and resolves anything related to network, hardware, credentials, and infrastructure. Between those two teams sits a category of work that belongs squarely with IT but isn't infrastructure: the internally built and maintained systems our associates rely on every day, and the feature requests that keep those systems improving. That's where this role lives.
What You Will Be Doing:
- Serving as the primary owner of Freshdesk tickets related to PESI's internally built, maintained, and supported systems
- Triaging incoming requests quickly and accurately - distinguishing bugs, how-to questions, training needs, and feature requests from business stakeholders
- Determining whether a request belongs with you, another department, or another team in IT and routing it with the context needed to act on it
- Prioritizing the queue based on urgency, business impact, and the number of associates or customers affected
- Investigating reported issues to determine root cause before escalating, and resolving what you can directly - configuration, data corrections, user error, or how-to guidance
- Reproducing bugs and gathering the technical detail developers need - steps to reproduce, screenshots, logs, and environment - to hand off clean, actionable tickets
- Testing and verifying fixes before closing tickets, confirming with the requester that the issue is truly resolved
- Serving as the intake point for feature requests on internally built systems, capturing enough detail to make each request actionable
- Partnering with our business, our development team and Program Manager to get feature requests understood, sized, and prioritized against other work
- Keeping requesters informed on where their ticket or request stands, even when the answer is "not yet"
- Identifying recurring issues and patterns across tickets, and recommending fixes or process changes that reduce future volume
- Maintaining internal documentation, FAQs, and known-issue lists so common questions can be self-served over time
- Providing regular visibility into queue health, trends, and recurring pain points to IT and Development leadership
- Helping refine Freshdesk workflows, categories, and triage rules as our systems, tools, and teams grow
What You Bring to the Team: (skills and requirements)
- A genuine customer-service mindset paired with real technical curiosity
- Comfort being the front line for associates who are frustrated, confused, or in a hurry - and staying calm and clear anyway
- Strong triage instincts: the ability to quickly size up a problem and decide what to do with it
- Excellent written and verbal communication skills, with the ability to translate between non-technical associates and developers
- Solid organizational skills and follow-through - nothing slips through the cracks on your watch
- Ability to prioritize and manage a high volume of requests in a fast-paced environment
- A proactive, ask-questions-first approach to problem solving
- Comfort learning the ins and outs of multiple internally built systems
- Strong working knowledge of Microsoft Office and the aptitude to quickly learn Freshdesk, Azure DevOps, and other internal tools
What Would Thrill Us:
- Prior experience with Freshdesk or another helpdesk/ticketing platform
- Experience in a Tier 1/Tier 2 application support, helpdesk, or QA role
- Basic SQL skills or comfort querying data to help investigate issues
- Familiarity with Agile ways of working and backlog tools like Azure DevOps
- Experience writing clear bug reports or user stories
- A background in customer service, training, or business analysis
Who Tends to Thrive Here:
- People who love solving puzzles and won't stop until they understand why something broke
- People who can hold a dozen open tickets in their head without losing track of any of them
- People who ask good clarifying questions instead of assuming they know what the requester meant
- People who take ownership of a problem even when the fix belongs to someone else
- People who are energized by variety - no two tickets are ever quite the same
Who May Find This Role Challenging:
- People who prefer long, uninterrupted focus time over frequent context-switching
- People who get flustered when priorities shift mid-day
- People who would rather build the app than talk to the people using it
- People who need a fully defined process before they can act
- People who are uncomfortable saying "I don't know yet" while they find out
Candidates must be able to provide proof of eligibility to work in the United States following an offer of employment.
Please email your resume to careers@pesi.com.