Provide frontline support to ProSoft clients via tickets and phone; diagnose and resolve software issues (including MFA, Active Directory, password portal, RDP); escalate bugs to development with clear details; prioritize requests to minimize downtime and maintain customer satisfaction; create documentation and training materials as needed.
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.
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