The Role
Provides technical support and system administration across HR, payroll, tax, benefits, and client-facing platforms. Manages user access, permissions, workflows, dashboards, reports, data hygiene, troubleshooting, documentation, and user guides. Supports system security, confidentiality, cross-functional coordination, training, and knowledge transfer. The role requires regular onsite attendance and some domestic travel for meetings, client visits, conferences, and training.
Summary Generated by Built In
About Us
PrismHR is the leading payroll, benefits, and HR software for Human Resource Outsourcing (HRO) organizations, including Professional Employer Organizations (PEOs) and Administrative Service Organizations (ASOs). Powering more than 80,000+ companies, 2.5 million worksite employees, and $85 billion in payroll processed annually, PrismHR is the most efficient, reliable, and scalable software solution to help PEOs and ASOs grow and prosper. The PrismHR platform is a complete, integrated HR solution supporting the full "hire-to-retire” lifecycle of HR services. And PrismHR provides a wide range of additional resources that go beyond just technology and support: PrismHR SEEDS sales and marketing program, the annual PrismHR LIVE Conference, and numerous learning opportunities throughout the year are all designed specifically to help PrismHR customers grow their business.
Position Summary
The System Support Associate is responsible for providing technical support, system administration, and operational expertise across the organization’s core platforms within a Professional Employer Organization (PEO) environment. This role ensures the reliability, performance, security, and optimization of systems supporting HR, payroll, tax, benefits administration, and client-facing applications. This position also plays a key role in supporting, mentoring, and elevating system support team members to drive consistency, quality, and operational excellence.
Essential Duties and Responsibilities
Knowledge, Skills, and Abilities Required Qualifications
Communication Demands
This position is eligible for the following benefits:
PrismHR is the leading payroll, benefits, and HR software for Human Resource Outsourcing (HRO) organizations, including Professional Employer Organizations (PEOs) and Administrative Service Organizations (ASOs). Powering more than 80,000+ companies, 2.5 million worksite employees, and $85 billion in payroll processed annually, PrismHR is the most efficient, reliable, and scalable software solution to help PEOs and ASOs grow and prosper. The PrismHR platform is a complete, integrated HR solution supporting the full "hire-to-retire” lifecycle of HR services. And PrismHR provides a wide range of additional resources that go beyond just technology and support: PrismHR SEEDS sales and marketing program, the annual PrismHR LIVE Conference, and numerous learning opportunities throughout the year are all designed specifically to help PrismHR customers grow their business.
Position Summary
The System Support Associate is responsible for providing technical support, system administration, and operational expertise across the organization’s core platforms within a Professional Employer Organization (PEO) environment. This role ensures the reliability, performance, security, and optimization of systems supporting HR, payroll, tax, benefits administration, and client-facing applications. This position also plays a key role in supporting, mentoring, and elevating system support team members to drive consistency, quality, and operational excellence.
Essential Duties and Responsibilities
- Assist with system support activities, including user access, reporting, workflows, documentation, and data maintenance.
- Assist with the setup, maintenance, modification, and deactivation of user accounts across internal and client-facing systems.
- Process and support user access requests, permission changes, security role assignments, and organizational structure updates.
- Troubleshoot and resolve Tier 1 system and application issues.
- Build, modify, and maintain dashboards and widgets.
- Update and work with Report Center reporting for clients.
- Assist with data hygiene efforts.
- Build, modify, and maintain basic workflows.
- Document workflows, system configurations, troubleshooting procedures, support activities, and administrative processes to ensure consistency, knowledge sharing, and operational continuity.
- Develop, update, and maintain user guides, training materials, reference documentation, and process instructions to support effective system utilization.
- Monitor and maintain the confidentiality, integrity, and security of employees, clients, and company information in accordance with company policies and applicable regulations.
- Some domestic travel will be required to attend team onsite meetings, client visits, customer events, industry conferences, and training sessions. This may include air travel, ground transportation (including cars, taxis, or rideshare services), and in some cases potential public transportation
- Regular on-site attendance is an essential job function due to the need for secure access to systems, collaboration on sensitive technical matters, participation in operational meetings, and hands-on involvement.
- Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
- Attend webinars and training to stay up to date on best practices related to the company and department.
- Complete projects and other duties assigned by the manager.
Knowledge, Skills, and Abilities Required Qualifications
- Ability to learn and adapt quickly to new technologies, software applications, system enhancements, and changing business requirements.
- Strong organizational and project coordination skills with the ability to manage multiple priorities, meet deadlines, and maintain accuracy in a fast-paced environment.
- Ability to document workflows, procedures, system configurations, and technical processes in a clear, concise, and user-friendly manner.
- Strong interpersonal and collaboration skills with the ability to work effectively across Human Resources, Payroll, Tax, Benefits, Operations, Client Services, and Information Technology teams.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users and provide exceptional customer support.
- Ability to maintain confidentiality and exercise discretion when handling sensitive employee, client, payroll, benefits, and company information.
- Strong attention to detail with the ability to identify errors, maintain accurate records, and ensure compliance with established policies and procedures.
- Ability to prioritize and respond effectively to support requests while delivering high-quality service and maintaining professionalism under pressure.
- Working knowledge of reporting tools, data query functions, spreadsheet applications, and business productivity software
- Associate or bachelor’s degree in information systems, computer science, business administration, information technology preferred or equivalent combination of experience, skills, and education (including other relevant non-traditional degree programs, certifications, or job training programs) preferred.
- Experience with projects involving analytics, auditing, process documentation, or business systems preferred.
- Proficiency with Microsoft Office software (Outlook, Microsoft Teams, Excel, Word, and PowerPoint).
- Computer Usage: Prolonged periods of sitting and working at a computer workstation while utilizing multiple software applications, systems, and reporting tools.
- Manual Dexterity: Frequent use of hands and fingers to operate computers, keyboards, telephones, and other standard office equipment.
- Visual Acuity: Ability to read, review, analyze, and interpret electronic data, reports, system configurations, dashboards, and technical documentation with a high degree of accuracy.
- Mobility: Ability to move throughout the office environment to attend meetings, collaborate with team members, and access work-related resources and equipment.
- Travel Requirements: Ability to travel periodically by automobile, airplane, rideshare, taxi, or public transportation for meetings, training sessions, conferences, client visits, and other business-related activities.
- Lifting & Carrying: Minimal physical lifting required, but may involve handling documents, and lifting light office supplies.
- Analytical Thinking: Ability to analyze system issues, identify root causes, evaluate alternatives, and develop effective solutions to technical and operational challenges
- Problem Solving: Ability to troubleshoot complex systems, application, reporting, and data-related issues while exercising sound judgment and decision-making skills.
- Attention to Detail: Ability to maintain a high degree of accuracy when managing system configurations, user access, workflows, reports, and sensitive organizational data.
- Multitasking: Ability to effectively prioritize and manage multiple assignments, support requests, deadlines, and competing business priorities in a fast-paced environment.
- Learning Agility: Ability to quickly learn new technologies, software applications, business processes, regulatory requirements, and system enhancements.
- Independent Judgment: Ability to exercise discretion, make informed recommendations, and take appropriate action within established policies, procedures, and authority levels.
- Concentration: Ability to maintain focus during detailed system administration tasks, data analysis activities, audits, testing efforts, and process documentation assignments.
- Confidentiality: Ability to appropriately handle and safeguard sensitive employee, client, payroll, benefits, and company information while maintaining strict confidentiality.
Communication Demands
- Verbal Communication: Ability to communicate clearly, professionally, and effectively with employees, clients, leadership, software vendors, and cross-functional teams.
- Technical Communication: Ability to explain technical concepts, system processes, reporting requirements, and troubleshooting steps to both technical and non-technical audiences.
- Written Communication: Ability to prepare and maintain accurate documentation, procedures, system configurations, user guides, reports, correspondence, and training materials.
- Interpersonal Effectiveness: Ability to develop and maintain productive working relationships while collaborating with Human Resources, Payroll, Tax, Benefits, Operations, Information Technology, and Client Services teams.
- Training and Knowledge Transfer: Ability to provide guidance, instruction, and knowledge sharing to users and team members regarding system functionality, processes, and best practices.
- Customer Service Orientation: Ability to respond professionally, tactfully, and effectively to support requests while delivering a high level of internal and external customer service.
- Virtual Communication: Regular use of video conferencing, phone systems, and digital collaboration tools to engage clients and internal teams.
- Cultural Sensitivity: Communicate with individuals from diverse cultural backgrounds, demonstrating cultural awareness and sensitivity.
This position is eligible for the following benefits:
- Health Insurance: Medical, dental, and vision coverage
- Retirement Plan: 401(k) with company match
- Paid Time Off: PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law
- Other Benefits: Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.
- Additional Compensation: [e.g., signing bonus, commission structure] if applicable.
Skills Required
- Ability to learn and adapt quickly to new technologies, software applications, system enhancements, and changing business requirements
- Strong organizational and project coordination skills with the ability to manage multiple priorities and deadlines
- Ability to document workflows, procedures, system configurations, and technical processes clearly
- Strong interpersonal, collaboration, verbal communication, and written communication skills
- Ability to explain technical concepts to non-technical users and provide customer support
- Ability to maintain confidentiality when handling sensitive employee, client, payroll, benefits, and company information
- Strong attention to detail and ability to maintain accurate records and comply with policies
- Ability to prioritize and respond effectively to support requests under pressure
- Working knowledge of reporting tools, data query functions, spreadsheet applications, and business productivity software
- Associate or bachelor's degree in information systems, computer science, business administration, or information technology, or equivalent experience and education
- Experience with analytics, auditing, process documentation, or business systems projects
- Proficiency with Microsoft Office, including Outlook, Microsoft Teams, Excel, Word, and PowerPoint
- Ability to attend the workplace regularly onsite
- Ability to travel periodically for meetings, training, conferences, and client visits
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The Company
What We Do
PrismHR creates exceptional software and services, empowering human resource outsourcing service providers such as Professional Employer Organizations (PEOs) and Administrative Service Organizations (ASOs) to deliver world-class payroll, benefits and HR to small and medium sized businesses. PrismHR software is used by more than 88,000 organizations and 2.2 million worksite employees, processing greater than $57 billion in payroll each year. Visit our website to learn more about how PrismHR can help your business be more profitable and productive. http://www.prismhr.com
