IT Support CRM Systems Specialist

About The Role

We are seeking a skilled and motivated IT Support Technician with experience in CRM administration to provide first- and second-level technical support for our employees while also administering and optimizing our Customer Relationship Management (CRM) platform. This hybrid role requires a strong foundation in IT support and a working knowledge of CRM systems, workflows, and integrations.

Key Job Duties / Responsibilities

The following job functions are not all-inclusive. The employee will be required to perform other job-related tasks/responsibilities as requested. Job duties may change as required by needs of the company.

IT Support Duties

• Provide timely and professional technical support for hardware, software, networking, and peripheral issues (onsite and remote).
• Troubleshoot and resolve issues related to desktops, laptops, printers, VoIP phones, and mobile devices.
• Manage user accounts, permissions, and access across various IT systems (Active Directory, email, etc.).
• Install, configure, and maintain operating systems, software, and updates.
• Maintain documentation for support processes, asset inventory, and common technical issues.
• Escalate complex problems to higher-level support or vendors as needed.

CRM Administration Duties

• Administer user roles, permissions, and profiles within the CRM platform (e.g., Total Expert, Salesforce, Next Wave, Insellerate, etc.).
• Customize dashboards, reports, workflows, and fields to align with business needs.
• Ensure data integrity through imports, exports, deduplication, and validation.
• Support departments (Sales, Marketing, Customer Service) with CRM-related technical needs and training.
• Manage CRM system updates, configurations, and troubleshoot integration issues with other systems (e.g., ERP, marketing automation).
• Participate in CRM optimization projects, including automation and process improvement.

Qualifications, Knowledge, Skills and Abilities:

Required:

• High school diploma required.
• 2+ years of IT support experience in a professional environment.
• 1+ years of hands-on experience administering a CRM platform.
• Working knowledge of Windows OS, Office 365, basic network troubleshooting, IT asset management tools, remote support tools, and ITSM ticketing systems
• and ITSM ticketing systems.
• Familiarity with CRM platforms (e.g. Salesforce, Total Expert, Next Wave, Insellerate, Microsoft Dynamics, etc.)
• Excellent written and verbal communication skills
• Strong interpersonal and business writing abilities
• Effective time management and ability to prioritize workload to meet deadlines
• Highly organized with attention to detail
• Strong analytical and problem-solving skills

Preferred:

• Associate's or Bachelor's degree in Business, Computer Science, or related field (or equivalent experience).
• Information Technology certification (CompTIA A+, CompTIA Network, M365, etc)
• CRM certification (e.g., Salesforce Administrator, Microsoft Dynamics 365 Fundamentals, Etc.)

• Experience with Ability to work effectively in a fast-paced environment
• Self-motivated with an ability to work independently and in a team environment

• Scripting or basic automation skills (e.g. Power Automate, PowerShell, Apex, SOQL etc.)

Note

This job description is meant to describe the general nature and level of work being performed; it is not intended to be an exhaustive list of all responsibilities, duties, and skills required for the position.  While this is intended to be an accurate reflection of the current job, the Company reserves the right to revise the job or to require that other or different tasks, duties, and responsibilities be performed as assigned, or to otherwise change this job description at any time with or without notice.