Note: The job is a remote job and is open to candidates in USA. Dudek is a 100% employee-owned firm that supports clients nationwide, focusing on projects that improve and protect the built and natural environments. They are seeking a Business Operations Analyst I to manage the Freshservice service desk queue, triaging and resolving business support requests while ensuring efficient operations across the organization. Responsibilities Serve as the primary queue manager for the Business Operations Freshservice service desk, triaging incoming requests, assigning tickets to appropriate team members, tracking status, and ensuring SLA compliance Provide Tier 1 support for common, well-defined business systems requests; resolve straightforward issues independently and escalate complex or unfamiliar issues with clear documentation and context Support other firmwide service groups that utilize ticketing platforms by assisting with queue setup, workflow configuration, and consistent queue management practices Maintain accurate ticket records, status updates, and resolution documentation in Freshservice; generate regular queue reports for the Business Operations Manager Communicate clearly and professionally with requestors across the firm, setting expectations on timelines and keeping stakeholders informed throughout ticket resolution Support the development and maintenance of a knowledge base and self-service resources to help employees resolve common requests independently Learn the Business Operations systems portfolio and develop increasing capability to support Tier 1 requests across multiple platforms over time Other special projects and assignments as required Skills 1+ year of experience in a service desk, helpdesk, customer support, or administrative operations role; equivalent internship or transferable experience considered Familiarity with ticketing or queue management platforms (Freshservice, ServiceNow, Zendesk, Jira, or similar) Excellent written and verbal communication skills; professional, responsive, and customer-service oriented in all interactions Strong attention to detail and follow-through; able to manage a high-volume queue without losing track of open items Proficiency with Microsoft 365, including Outlook, Teams, Excel, and SharePoint Genuine curiosity about business systems, operations, and how technology supports organizational efficiency; eagerness to grow within the Business Operations team Must possess a valid driver's license and have active personal automobile liability insurance by the first day of employment Experience with Freshservice or ITIL-based service desk frameworks a plus Associate's or Bachelor's degree in Business, Information Systems, or a related field; or equivalent combination of education and work experience Any exposure to ERP, HRIS, CRM, or other enterprise business systems is a plus Company Overview Dudek is an environmental and engineering consulting firm providing services to client's projects. It was founded in 1980, and is headquartered in Encinitas, California, USA, with a workforce of 501-1000 employees. Its website is