Support Analyst

Support Analyst

Harris School Solutions – Remote

Salary range: $55,000–$70,000 per year , based on experience.

Are you experienced in payroll operations, human resource management, or HR/payroll software ? Do you enjoy helping users resolve issues, explaining system workflows, and making sure critical payroll and HR processes run smoothly?

Harris School Solutions is looking for a WinCap Support Analyst to join our remote support team. In this role, you’ll support school districts and BOCES throughout New York State using WinCap School Financial Management software , with a strong focus on helping users resolve questions related to payroll processing, human resource management, and system functionality.

This is an excellent opportunity for someone with experience in payroll processing, human resource management, or HR/payroll systems who wants to apply that knowledge in a customer-facing support role. Experience in a New York State school district or BOCES is a strong plus.

Why this role may be a great fit for payroll and HR professionals

If you’ve worked in payroll or human resources, you understand how important accuracy, timing, compliance, and reliable systems are to day-to-day operations. In this role, you’ll use that experience to support clients, troubleshoot issues, explain workflows, and help users complete critical payroll and HR tasks with confidence.

Experience with payroll processing, employee maintenance, benefits and deductions, HR record management, reporting, and payroll/HR system support will be highly valued in this role. Knowledge of New York school district payroll and HR requirements is preferred.

What you’ll do

• Serve as a frontline, primary support contact for WinCap clients by responding to support tickets and phone inquiries
• Handle escalated support issues and work directly with customers to troubleshoot issues
• Deliver client training through webinars and user group sessions
• Document software issues, bug reports, and enhancement requests for internal teams
• Identify when issues should be escalated to development and provide clear supporting details
• Create and improve internal processes, user guidance, and support documentation
• Prioritize requests effectively to minimize downtime and maintain strong customer satisfaction
• Use strong judgment and analysis to determine the best path to resolution
• Perform other related duties as assigned

What we’re looking for

• Bachelor’s degree in human resource management, accounting, business, or equivalent related work experience
• Knowledge of payroll processes, human resource management workflows, payroll/HR support processes, or HRIS systems
• Understanding of accounting principles, compliance requirements, and reporting standards in payroll and HR environments is helpful
• Excellent customer service and communication skills
• Strong analytical, troubleshooting, and problem-solving abilities
• Ability to manage multiple priorities in a fast-paced support environment
• Positive, professional, and solutions-oriented approach

What will make you stand out

• General experience in payroll operations, payroll administration, human resource management, or HR/payroll systems support
• Experience supporting payroll, HRIS, or ERP software applications
• Knowledge of payroll practices, employee setup, benefits and deductions, HR recordkeeping, and reporting
• New York State school district or BOCES payroll and HR experience preferred

Familiarity with K–12 or public-sector payroll environments is a plus