Technical and Software Support Specialist

What you'll do

• Serve as a frontline, primary support contact for ProSoft clients by responding to support tickets and phone inquiries.
• Diagnose software issues and bugs, work with other members of the technical support team to identify and resolve problems in a timely, efficient and effective manner.
• Administer, support, and optimize Windows Server infrastructure, Active Directory, Group Policy, DNS, storage, and core enterprise services.
• Support and troubleshoot Remote Desktop Services environments, including RD Gateway, RD Web Access, Connection Broker, Session Hosts, SSL/TLS certificates, remote access security, and SSO integrations.
• Implement and manage identity and access management solutions, including Microsoft Entra ID, SSO, MFA, SAML, OAuth, OpenID Connect, IIS and role-based access controls.
• Support VMware-based virtual infrastructure, including provisioning, migrations, snapshots, storage management, backup and recovery, disaster recovery, and capacity planning.
• Provide operational support for Microsoft SQL Server, including maintenance, security, performance troubleshooting, backups, auditing, and migration activities.
• Develop PowerShell automation to improve administration, reporting, auditing, troubleshooting, and operational efficiency.
• Implement Self-Service Password Portal for users to manage their own passwords
• Identify when software or technical issues should be escalated to development and provide clear supporting details.
• Prioritize requests effectively to minimize downtime and maintain strong customer satisfaction.

What we're looking for

• Bachelor's degree in human resource management, accounting, business, or equivalent related work experience
• Some knowledge of AP and payroll processes, human resource management workflows.
• Excellent interpersonal, customer service and written and oral communication skills
• Must possess professional and friendly attitude and be able to quickly develop a rapport with clients over the phone.
• Strong work ethic and self-starter, ability to work independently and as a team player.
• Strong analytical, troubleshooting, and problem-solving abilities
• Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Positive, professional, and solutions-oriented approach

Competencies:
Action Oriented
Approachability
Customer Focus
Communicative
Strong Listening Skills
Patience
Peer Relationships/Team Player
Technical Oriented and Adaptability
Required Qualifications:

• Talking to customers to help resolve issues and walk them through procedures. When a phone call is not required, provides steps and written instructions through Team Support.
• Basic knowledge of Microsoft Outlook, Teams, Word and Excel.
• Prior knowledge of ProSoft a plus, but not required.

What will make you stand out

• Use AI to research and resolve issues as well as suggest where AI can help improve current support workflows
• General experience in accounts payable, HR/payroll systems support
• Some basic accounting knowledge
• Creating training videos
• Updating User Guides
• Accounting knowledge will set a candidate apart

Salary: $70,000 - $80,000 USD per year.