CRM & IT Support Specialist

Job Description

CRM & IT Support Specialist

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Green Key Resources is seeking a CRM & IT Support Specialist to join our End User Experience (EUX) team. This role supports Microsoft Dynamics, internal technology, system testing, and documentation while providing day-to-day support to users.

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The ideal candidate is organized, thorough, proactive, and comfortable balancing user support with testing, documentation, and project-based work. This person should take ownership of assignments, communicate progress and blockers, and follow tasks through to completion. Previous Dynamics support experience is a plus.

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Primary Responsibilities

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Microsoft Dynamics & Testing

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• Provide day-to-day support for Microsoft Dynamics, including access, permissions, data, workflows, and system-related questions.
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• Test new features, enhancements, bug fixes, and process changes prior to release.
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• Document testing results, issues, and supporting details clearly and thoroughly.
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IT & End User Support

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• Manage incoming IT and CRM-related support requests through the ticketing system.
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• Troubleshoot common hardware, software, access, and Microsoft 365 issues.
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• Take ownership of issues from initial request through resolution or escalation.
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• Maintain clear communication with users throughout the support process.
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Documentation & Process Support

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• Create and maintain internal documentation, process guides, and training materials.
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• Ensure documentation remains accurate as systems and processes change.
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• Identify recurring issues and opportunities to improve processes or the end-user experience.
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Technical Competencies

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• Microsoft Dynamics 365 or similar CRM experience
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• Microsoft 365 and Windows 11
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• User Acceptance Testing (UAT) and/or functional testing
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• Technical documentation and process development
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• IT ticketing and end-user support workflows
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• User access and permissions
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What We're Looking For

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• Detail-Oriented & Thorough – Checks work carefully and ensures assignments are complete and accurate.
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• Organized – Effectively manages multiple priorities, deadlines, and follow-ups.
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• Accountable – Takes ownership and follows work through to completion.
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• Proactive Communicator – Provides updates, raises blockers or concerns early, and asks questions when expectations are unclear.
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• Strong Problem Solver – Investigates issues, gathers information, and works toward practical solutions.
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• Adaptable & Eager to Learn – Comfortable learning new systems and adjusting as technology and processes evolve.
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• Customer-Focused – Provides professional, dependable support to internal users.
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• Collaborative – Works effectively with business users, technical teams, and management.
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