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Role Description

The Associate Support Analyst is responsible for delivering high‑quality technical and functional support to customers using Deltek Project Information Management (PIM). This role requires strong troubleshooting skills, logical analysis, and the ability to work confidently across both the application console and back‑end components. Analysts handle customer inquiries through phone, email, chat, and online channels, ensuring an excellent service experience while resolving issues efficiently and professionally.

• Provide timely, professional technical support for customers using Deltek PIM.
• Troubleshoot issues across the full stack of the application including configuration, permissions, workflows, logs, data, and performance.
• Analyze and resolve issues using IIS tools, SQL queries, system logs, and PIM’s administrative console.
• Handle document management, email management, indexing/search behaviors, user access, and business process inquiries.
• Communicate clearly and empathetically with customers, ensuring positive service interactions and expectation management.
• Create detailed case documentation with clear reproduction steps, findings, and next actions.
• Escalate complex issues effectively with complete technical evidence.
• Collaborate with Senior Analysts, Engineering, Cloud Operations, and Product teams as needed.
• Continuously build technical expertise, product knowledge, and troubleshooting proficiency.

Qualifications

• Strong troubleshooting and logical problem‑solving abilities; able to break down complex issues and test hypotheses.
• Excellent verbal and written communication skills with a customer‑first mindset.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, Business Systems, or equivalent technical certification.
• 0–2+ years of experience in software support, technical troubleshooting, or customer-facing technical roles.
• Ability to multitask, prioritize, and remain calm in a fast‑paced environment.

Requirements

• Hands‑on experience with IIS (sites, app pools, bindings, authentication, SSL/TLS basics).
• Basic to intermediate MS SQL skills, including reading and executing queries, and validating data sets.
• Ability to interpret logs and error messages from IIS, PIM services, and Windows Server environments.
• Familiarity with web application architecture, browser-to-server interactions, and basic network/Internet security concepts.
• Ability to read and understand HTML for troubleshooting interface or document-related issues.

Benefits

• Basic understanding of common business and finance terms (e.g., invoices, purchase orders, costs, budgets).
• Ability to interpret financial-related document metadata and understand customer context during troubleshooting.
• Comfort working with documents and data that reference financial terminology.

Preferred (Nice to Have)

• Experience supporting enterprise, SaaS, or web‑based applications.
• Exposure to workflow tools, indexing/search services, or document management systems.
• Familiarity with ticketing/CRM systems.
• Experience analyzing logs across multiple layers (application, server, network).