• Provide technical and customer support via inbound calls, chat, and email • Assist with account access, password recovery, and device-related issues • Support troubleshooting for hardware, software, and network problems • Handle billing and digital service inquiries (apps, media, subscriptions) • Guide customers through product usage, updates, and migrations • Ensure accurate documentation of customer interactions • Follow internal procedures and quality standards

• Atendimento a usuários • Resolução de problemas técnicos • Instalação e manutenção de sistemas e equipamentos

Role Description We are seeking an experienced Service Desk Support Analyst to provide first-line technical support for a large enterprise environment supporting approximately 5,000 end users. This role is responsible for delivering high-quality IT support by resolving technical incidents and service requests while maintaining excellent customer service standards. The ideal candidate will have strong troubleshooting skills across: - Windows - macOS - Microsoft 365 - Active Directory - VPN - Networking - Endpoint devices Qualifications - High School Diploma or GED with 4 years of Technical Support or Service Desk experience. - Associate's Degree may substitute for 2 years of required experience. - Bachelor's Degree may substitute for the entire 4 years of required experience. Requirements - Strong knowledge of computer hardware, software, and mobile devices. - Experience supporting Windows, macOS, and mobile operating systems. - Understanding of networking fundamentals including: - TCP/IP - DNS - DHCP - VPN - Experience with Active Directory and Group Policy. - Knowledge of endpoint security solutions. - Familiarity with ITIL best practices for Incident, Problem, and Asset Management. - Ability to diagnose and resolve complex technical issues. - Strong analytical and problem-solving skills. - Experience prioritizing and managing multiple service tickets. - Excellent verbal and written communication skills. - Ability to identify recurring technical issues and recommend improvements. - Awareness of IT security principles and incident reporting procedures. - Strong customer service and interpersonal skills. - Ability to work independently in a fast-paced environment. - Adaptability to changing technologies and business requirements. Company Description

Role Description - 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. - Help resolve technical issues: - User connection issues - Rublon MFA - Manage hosted Active Directory - Manage password self-service portal - RDP connections - 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. Qualifications - 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 Requirements - 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.