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