Systems Support Analyst

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.

Since 1979, PESI has reached millions of professionals every year with advanced training that helps them bring hope and healing to others. Our mission is simple but powerful: connect knowledge with need. From mental health to healthcare, we deliver innovative, cutting-edge education that makes a meaningful difference in people’s lives.

With offices on three continents and growing, we’ve built a culture rooted in inquisitiveness, collaboration, responsibility, and continuous learning.

We embrac curiosity, creativity, and a commitment to continual improvement. Our values guide us:

• We innovate boldly. We learn fast and fall forward.
• We empower our people. Every associate contributes to our success and acts like an owner.
• We build trust. We go direct, assume competence, and communicate openly.
• We act with purpose. Every decision we make aims to deliver measurable value—to our business and the people we serve.

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.

• 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[NK1] 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…