Job Description: 

Company Profile

AscenteVMS Software Group, a division of The CORA Group, is a leading provider of enterprise software for service and construction contractors, including HVAC, Plumbing, PEI (Petroleum Equipment Installation), and other trades.

Our platform brings together field operations and back-office processes into a single, integrated system, combining service management, dispatching, job costing, inventory, payroll, and full accounting functionality. This enables our clients to streamline operations, improve communication, and gain real-time visibility into their business.

Backed by over 40 years of industry experience, AscenteVMS is committed to delivering reliable software and high-quality support that helps our clients operate more efficiently and grow with confidence.

We offer a collaborative, fast-paced environment where individuals are encouraged to take ownership of their work, continuously improve, and contribute to both team success and client outcomes.

Job Profile

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.

General Responsibilities

Client Support and Issue Intake

• 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

Troubleshooting and Learning

• Troubleshoot basic issues using documentation and guidance from team members

• Follow established processes to resolve common support requests

• Continuously build product and technical knowledge

Documentation

• Document client interactions and resolutions in the helpdesk system

• Follow existing documentation standards and templates

• Identify unclear or missing documentation and flag for improvement

Collaboration and Growth

• 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

AI-Driven Responsibilities

• 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

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 Have

• Exposure to helpdesk tools or ticketing systems

• Basic understanding of accounting or business software concepts

• Familiarity with service-based industries (HVAC, plumbing, construction)

Personal Attributes

• 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

Career Growth and Development

This role is designed as an entry point into our support organization. As you build product knowledge and demonstrate the ability to independently manage and resolve client issues, y