IT Support Specialist

As the primary onsite IT support resource, you'll work closely with remote IT leadership and IT staff (including a Security Analyst, Sr. Network Engineer, Systems Administrators, and Dynamics 365 CRM Engineer) to ensure smooth day-to-day operations. You'll also play a key role in supporting our Microsoft Dynamics 365 Sales CRM platform, which powers a large portion of our business operations.

Key Responsibilities

• Serve as the first point of contact for technical support requests via SolarWinds Service Desk
• Provide support for Windows 10/11 workstations, Microsoft Surface laptops, HP printers, Microsoft Teams VoIP phones, and business software
• Troubleshoot and escalate hardware, software, and network issues as needed using GoTo Resolve RMM tools
• Support user access, permission management, and issue resolution in Dynamics 365 Sales CRM, including modules like: - Experlogix CPQ - Accounts, Leads, Opportunities, Jobs, and Scheduling
• Setup and configure new employee hardware and software
• Maintain asset inventory and participate in lifecycle management of devices and accessories
• Collaborate with remote IT staff to implement solutions and enforce IT standards
• Assist with basic onboarding/offboarding tasks including provisioning and deprovisioning accounts

Required Qualifications

• 2+ years of experience in an IT Helpdesk or Support role
• Excellent customer service skills with a 150% user-first mindset
• Strong troubleshooting skills for Windows 10/11, Microsoft Office 365, Teams, printers, and basic networking
• Familiarity with RMM tools (GoTo Resolve preferred) and ticketing systems (SolarWinds or similar)
• Willingness to learn and support Microsoft Dynamics 365 Sales CRM
• Self-starter with the maturity to work independently while collaborating remotely
• Strong documentation and communication skills

Preferred Qualifications

• CompTIA A+ certification or other relevant IT support certifications
• Experience supporting Microsoft Dynamics 365, especially Sales or CPQ modules
• Basic understanding of IT asset management and imaging/deployment tools
• Experience working in a distributed, multi-site organization