Help Desk Administrator

Title: Freshservice Platform Administrator

Engagement: 6 Month Contract-to-Hire

Overview

Brooksource is partnering with a client to hire a Freshservice Backend Administrator for a contract engagement supporting their IT Operations team. This is a backend platform role — not end-user support. The focus is on ticket data quality, system configuration governance, and the reporting infrastructure that the broader IT organization relies on to track performance and make decisions.

The Opportunity

In this role, you'll own the operational health of the Freshservice platform. That means auditing ticket data, enforcing categorization standards, maintaining platform configurations, and keeping reporting accurate and timely. You'll also build out and maintain the knowledge base — turning recurring issues into documented, reusable resources. This is a governance-first role for someone who takes pride in process discipline and platform integrity.

Key Responsibilities

Ticket Data Quality & Governance

• Audit tickets for categorization accuracy, priority alignment, and field completeness

• Enforce ticket standards through direct corrections and structured feedback loops to service desk agents

• Identify recurring data quality issues driving inaccuracies in reporting and SLA performance

Freshservice Platform Administration

• Maintain categories, subcategories, service items, custom fields, and form configurations

• Execute approved configuration updates and support testing and validation of platform changes

• Operate within a change-controlled environment — no independent platform modifications without approval

Reporting & Metrics

• Generate and maintain weekly operational metrics, SLA performance reports, and ticket trend and backlog analysis

• Validate reporting data accuracy and surface anomalies or gaps before they reach stakeholders

Knowledge Base Management

• Build and maintain KB articles sourced from recurring tickets and known issues

• Enforce consistency across formatting, tagging, and article usability

Workflow Support

• Assist with workflow testing and document existing automation logic

• Support workflow changes through testing and documentation — no independent workflow creation without approval

Minimum Qualifications

• 2+ years of experience in an ITSM platform administration or helpdesk operations role

• Hands-on experience with Freshservice or a comparable ITSM platform (ServiceNow, Jira Service Management, etc.)

• Working knowledge of ticket lifecycle management, categorization frameworks, and SLA structures

• Experience generating operational metrics and validating reporting data accuracy

• Strong attention to detail with the ability to identify patterns in data quality issues

• Clear, direct communicator — comfortable delivering structured feedback to peers

• Disclaimer: Brooksource, Medasource, and Calculated Hire are part of the Eight Eleven Group family of companies and operate under Eight Eleven Group, LLC. All employees receive the same benefits, policies, and terms of employment.

• EEO: We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, military or veteran status, citizenship, pregnancy (including childbirth, lactation, and related conditions), or any other protected status in accordance with applicable federal, state, and local laws.

• Benefits & Perks: Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.

• Pay Disclaimer: The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.