Junior Helpdesk Analyst

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, you will have the opportunity to grow into a Helpdesk Analyst role with increased responsibility and ownership.

Progression is based on demonstrated performance, including problem-solving ability, communication skills, and consistency in handling client support requests.

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.