Company Summary
As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com
Business Summary
Deltek's award winning Support Services team provides best-in-class assistance to Deltek's customers across the world via phone, chat and email. Our team is comprised of a group of diverse, collaborative and passionate professionals who come from varying industries, backgrounds and professions. Our diversity and passion is our strength, so however you identify and whatever background you bring, we invite you to explore our team as a potential next step in your career!
Position Responsibilities
Position Overview
The Associate Support Analyst is responsible for delivering highquality 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 backend components. Analysts handle customer inquiries through phone, email, chat, and online channels, ensuring an excellent service experience while resolving issues efficiently and professionally.
Key Responsibilities:
- 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
Required Skills & Qualifications
- Strong troubleshooting and logical problemsolving abilities; able to break down complex issues and test hypotheses.
- Excellent verbal and written communication skills with a customerfirst mindset.
- Bachelor's degree in Computer Science, Information Technology, Engineering, Business Systems, or equivalent technical certification.
- 02+ years of experience in software support, technical troubleshooting, or customer-facing technical roles.
- Ability to multitask, prioritize, and remain calm in a fastpaced environment.
Technical Knowledge (Required)
- Handson 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.
Business / Accounting Knowledge (Required)
- 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 webbased 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).
Position Type
FT
Travel Requirements
No
Applicant Privacy Notice
Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (Personal Data) to administer and evaluate your application. We are the controller of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process. 
