What are the responsibilities and job description for the Technical Helpdesk Analyst position at SoftPro?
What are we looking for?
SoftPro is seeking a well-rounded Technical Helpdesk Analyst to join our talented and passionate Customer Solutions team. This position is located in our Raleigh, NC office with a hybrid (office/home) weekly schedule. Remote candidates will also be considered with an appropriate amount of experience. Work hours are 10am - 7pm ET, Monday - Friday.
What will I do as a Technical Helpdesk Analyst at SoftPro?
- Provide technical remote support for all SoftPro applications and utilities to resolve outstanding issues.
- Provide high customer service to each customer you work with.
- Accurately document all customer issues, resolution steps, and gather feedback in support tracking software.
- Ability to handle several priorities and manage knowledge of multiple products and their features.
- Provide technical consultations, installations, and upgrades on our suite of products and products in development.
- Communicate implementation or configuration issues to the Business Services Group and R&D Team.
- Maintain knowledge of current and emerging computing technologies.
- Perform other duties as assigned
- Participate in regular continuing education to maintain and grow skillset.
What skills will I need to be successful as a Technical Helpdesk Analyst at SoftPro?
- Excellent communication, organization, and interpersonal skills.
- Strong problem solving, troubleshooting, analysis and testing skills including, Client-Server-Database Applications, Windows Server 2016 and later, and SQL Server 2016 and later (Admin Accounts and Permissions, SSMS and SentryOne, Performance troubleshooting, Writing and running SQL queries)
- User management and Authentication (Active Directory)
- Desktop Operating Systems (Windows 11)
- Cloud and On-Prem server environments
- Terminal server technologies
- Modern Microsoft Office Suites including Office 365
- Experience with remote desktop control solutions (BeyondTrust, WebEx)
- Windows logging tools and Event Viewer log analysis
- Experience and/or support knowledge of LAN/WAN devices and network troubleshooting
- Plugin integration troubleshooting
- The ideal candidate will have a great attitude and feel comfortable working in a dynamic and fast-paced team environment.
- 2 years of previous Customer Service experience with consistently high ratings.
- The ability to meet and exceed Key Performance Indicators.
- A desire and the ability to seek out resolutions without prompting.
- Work effectively in a team environment contributing to the overall growth of the entire team.
- Demonstrate attention to detail, exhibit concise written and verbal communication skills, have strong organizational skills.
- Evening and Weekend availability as needed for rotational on-call calendar.
Why You’ll Love Working Here
- Be part of a supportive, fun team that values innovation and collaboration.
- Enjoy opportunities for professional growth and continuous learning.
- Make a real difference by helping customers succeed with tools that power the real estate industry.
Ready to Make an Impact?
Join a team that values innovation, collaboration, and excellence. Apply today and discover why SoftPro is consistently recognized as one of the Best Places to Work!