Technical Helpdesk Analyst

SoftPro • Raleigh, NC

15h • Hybrid

About The Position

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.

Requirements

• Excellent communication, organization, and interpersonal skills.
• Strong problem solving, troubleshooting, analysis and testing skills including:
• Client-Server-Database Applications
• Windows Server 2016 and later
• SQL Server 2016 and later
• Admin Accounts and Permissions
• SQL Tools such as 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.

Responsibilities

• 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.

Benefits

• Comprehensive Benefits : Medical, dental, vision, disability, and more
• Financial Wellness : 401(k) with company match and Employee Stock Purchase Plan
• Generous Paid Time Off: vacation, holidays, and parental leave
• Flexibility : Some positions are eligible for 100% remote work, plus hybrid options for those living near our Raleigh HQ
• Award-Winning Culture SoftPro has received national recognition for our outstanding customer service and innovative products. We were recently named a 2025 Best Place to Work by the Triangle Business Journal—an honor we’ve earned 13 times since 2012 !

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed