Technical and Software Support Specialist

Job description

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.