1Path

IT Support

• Serve as the first point of contact for end users seeking technical support via phone, email, and chat.
• Ask targeted questions to identify the problem, document details accurately, and create or update help desk tickets.
• Monitor and respond promptly to requests through the help desk ticketing system and escalate unresolved issues to the appropriate support level.
• Perform basic remote troubleshooting by guiding users through problem-solving steps.
• Identify and recommend process improvements to enhance efficiency and service quality.
• Deliver excellent customer service and maintain professional communication with end users.
• Maintain up-to-date knowledge of company procedures, products, and services.
• Meet or exceed departmental performance standards and KPIs.
• Work flexible schedules, including potential evenings, weekends, and holidays, as required to meet service standards.
• Collaborate effectively within a team environment while also working independently.
• Demonstrate reliability, accountability, and consistent attendance.
• Assess situations logically, resolve issues efficiently, and seek assistance when appropriate.

Help Desk Technician

Financial Planning and Analysis

• Own monthly FP&A rhythms, including variance analysis, KPI packs, forecast updates, and board-ready reporting.
• Build and maintain Power BI dashboards for MRR/NRR, churn and retention, utilization, project margins, deferred revenue/prepaids, AR/AP, and cash flow.
• Develop driver-based models for revenue, headcount and capacity, pricing and mix, project gross margin, and SaaS metrics.
• Support the annual operating plan and rolling forecasts, tracking risks and opportunities.
• Partner with Accounting on close analytics and reconciliations, including deferred revenue, prepaid COGS, and revenue recognition checks.
• Extract, clean, and consolidate data from multiple systems (ERP, PSA/ITSM, CRM, billing, and time tracking) into cohesive datasets for analysis.
• Improve data hygiene and definitions across systems to ensure a single source of truth.
• Present insights clearly to non-finance partners, recommending actions and measuring impact.

Help Desk Technician

Financial Analyst