Help Desk Technician

Job Description

CRM & IT Support Specialist

We are seeking a CRM & IT Support Specialist to join our End User Experience (EUX) team. This role supports Microsoft Dynamics, internal technology platforms, system testing initiatives, documentation efforts, and day-to-day end-user support.

The ideal candidate is highly organized, detail-oriented, proactive, and comfortable balancing user support responsibilities with testing, documentation, and project-based work. This individual should take ownership of assignments, communicate progress effectively, identify and escalate roadblocks when necessary, and ensure tasks are completed thoroughly and on time. Experience supporting Microsoft Dynamics 365 or a similar CRM platform is highly desirable.

Key Responsibilities

Microsoft Dynamics & System Testing

• Provide day-to-day support for Microsoft Dynamics, including user access, permissions, workflows, data management, and general system inquiries.
• Test new features, enhancements, bug fixes, and process improvements prior to deployment.
• Document testing results, issues, and findings in a clear and organized manner.
• Collaborate with technical and business stakeholders to validate system functionality and user requirements.

IT & End User Support

• Manage incoming IT and CRM-related support requests through the organization's ticketing system.
• Troubleshoot hardware, software, access, and Microsoft 365 issues.
• Take ownership of support requests from initial intake through successful resolution or escalation.
• Maintain clear, professional communication with users throughout the support process.
• Deliver a high level of customer service while ensuring a positive end-user experience.

Documentation & Process Improvement

• Develop and maintain internal documentation, process guides, knowledge base articles, and training materials.
• Ensure documentation remains current and accurate as systems and business processes evolve.
• Identify recurring issues and recommend opportunities for process improvements and increased operational efficiency.
• Support ongoing efforts to enhance the overall user experience and service delivery.

Technical Skills & Experience

• Microsoft Dynamics 365 or comparable CRM platform experience
• Microsoft 365 administration and support
• Windows 11 troubleshooting and user support
• User Acceptance Testing (UAT) and functional testing
• Technical documentation and process development
• IT ticketing systems and service desk workflows
• User account management, access provisioning, and permissions

Desired Qualifications

• Strong attention to detail and commitment to accuracy
• Excellent organizational and time management skills
• Ability to manage multiple priorities and deadlines simultaneously
• Strong sense of ownership and accountability
• Effective written and verbal communication skills
• Analytical problem-solving abilities and troubleshooting skills
• Adaptability and willingness to learn new technologies and processes
• Customer-focused mindset with a commitment to delivering quality support
• Ability to collaborate effectively with business users, technical teams, and leadership