CRM & IT Support Specialist

CRM & IT Support Specialist

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.

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.

Primary Responsibilities

Microsoft Dynamics & Testing

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

IT & End User Support

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

Documentation & Process Support

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

Technical Competencies

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

What We're Looking For

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