About The Company
Dudek is a renowned, employee-owned firm founded in 1980 with a dedicated focus on serving Southern California’s water and wastewater agencies. Over the decades, the company has expanded its reach nationwide, supporting clients across the United States with projects aimed at enhancing and safeguarding the natural and built environments of communities. Recognized for its industry leadership, Dudek has received multiple national Top Workplace Awards, reflecting its commitment to fostering a positive and inclusive workplace culture. The organization’s mission centers on addressing critical societal issues such as renewable energy transition, infrastructure resilience, environmental conservation, and community resilience. Dudek’s success is driven by its team of dedicated employee-owners who work collaboratively to deliver innovative solutions that make a meaningful impact on society and the environment.
About The Role
The Business Operations Analyst I (Service Desk) plays a pivotal role within Dudek’s Business Operations team. This entry-level position serves as the first point of contact for firmwide support requests, managing the Freshservice service desk queue to ensure efficient triage, assignment, and resolution of tickets. The role requires a detail-oriented, resourceful professional who enjoys problem-solving and clear communication. The analyst supports other firmwide groups utilizing ticketing systems, helping to standardize queue management practices and improve overall service delivery. The position offers an excellent opportunity for individuals interested in business systems and operations, providing a pathway to develop expertise across multiple platforms. The primary goal is to facilitate smooth workflows by connecting people, processes, and systems, ultimately removing friction and enhancing organizational efficiency.
Qualifications
Dudek is committed to creating a diverse and inclusive workplace where all employees feel valued, respected, and have equal opportunities to succeed. We believe that a diverse workforce enhances our ability to deliver innovative solutions and serve our clients effectively. Dudek provides equal employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. We are dedicated to fair and equitable processes in recruitment, hiring, training, promotion, and all aspects of employment, ensuring compliance with applicable laws. Any form of discrimination or violation of our equal opportunity policy will be subject to disciplinary action. Dudek is an equal opportunity employer and values the contributions of all employees in fostering a respectful and inclusive environment.
Dudek is a renowned, employee-owned firm founded in 1980 with a dedicated focus on serving Southern California’s water and wastewater agencies. Over the decades, the company has expanded its reach nationwide, supporting clients across the United States with projects aimed at enhancing and safeguarding the natural and built environments of communities. Recognized for its industry leadership, Dudek has received multiple national Top Workplace Awards, reflecting its commitment to fostering a positive and inclusive workplace culture. The organization’s mission centers on addressing critical societal issues such as renewable energy transition, infrastructure resilience, environmental conservation, and community resilience. Dudek’s success is driven by its team of dedicated employee-owners who work collaboratively to deliver innovative solutions that make a meaningful impact on society and the environment.
About The Role
The Business Operations Analyst I (Service Desk) plays a pivotal role within Dudek’s Business Operations team. This entry-level position serves as the first point of contact for firmwide support requests, managing the Freshservice service desk queue to ensure efficient triage, assignment, and resolution of tickets. The role requires a detail-oriented, resourceful professional who enjoys problem-solving and clear communication. The analyst supports other firmwide groups utilizing ticketing systems, helping to standardize queue management practices and improve overall service delivery. The position offers an excellent opportunity for individuals interested in business systems and operations, providing a pathway to develop expertise across multiple platforms. The primary goal is to facilitate smooth workflows by connecting people, processes, and systems, ultimately removing friction and enhancing organizational efficiency.
Qualifications
- 1+ year of experience in a service desk, helpdesk, customer support, or administrative operations role; internship or transferable experience considered
- Familiarity with ticketing or queue management platforms such as Freshservice, ServiceNow, Zendesk, or Jira
- Excellent written and verbal communication skills with a professional, responsive, customer-service-oriented approach
- Strong attention to detail and follow-through capabilities
- Proficiency with Microsoft 365 applications including Outlook, Teams, Excel, and SharePoint
- Genuine curiosity about business systems, operations, and technology’s role in organizational efficiency
- Must possess a valid driver’s license and active personal automobile liability insurance by the first day of employment
- Manage the primary queue for the Business Operations Freshservice service desk, triaging incoming requests, assigning tickets, and tracking status to ensure SLA compliance
- Provide Tier 1 support for common, well-defined business systems requests, resolving straightforward issues independently and escalating complex issues with proper documentation
- Support other firmwide service groups utilizing ticketing platforms by assisting with queue setup, workflow configuration, and maintaining consistent queue management practices
- Maintain accurate records of tickets, including status updates and resolution documentation; generate regular reports for the Business Operations Manager
- Communicate effectively with requestors, setting expectations and keeping stakeholders informed throughout the resolution process
- Support the development and maintenance of a knowledge base and self-service resources to empower employees to resolve common requests independently
- Learn and develop proficiency across the Business Operations systems portfolio, supporting Tier 1 requests across multiple platforms over time
- Participate in special projects and other assignments as needed to support organizational goals
- Competitive hourly compensation ranging from $31.25 to $36.91, based on experience and qualifications
- Remote work environment offering flexibility and work-life balance
- Opportunity to work within a collaborative, employee-owned organization committed to professional growth
- Exposure to a diverse range of business systems and operational processes
- Participation in a company culture recognized for its inclusivity, innovation, and community impact
- Comprehensive support for career development and ongoing training opportunities
- Health, dental, and vision benefits (details to be provided upon employment)
Dudek is committed to creating a diverse and inclusive workplace where all employees feel valued, respected, and have equal opportunities to succeed. We believe that a diverse workforce enhances our ability to deliver innovative solutions and serve our clients effectively. Dudek provides equal employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. We are dedicated to fair and equitable processes in recruitment, hiring, training, promotion, and all aspects of employment, ensuring compliance with applicable laws. Any form of discrimination or violation of our equal opportunity policy will be subject to disciplinary action. Dudek is an equal opportunity employer and values the contributions of all employees in fostering a respectful and inclusive environment.