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.
- Test new features, enhancements, bug fixes, and process changes prior to release.
- 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.
- 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.
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Documentation & Process Support
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- 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.
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Technical Competencies
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- 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
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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.
- 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.
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