General Description This blended role combines Field Service CRM administration with general Microsoft IT support and help desk responsibilities. The primary focus of the position is to manage and configure the Field Service CRM system, which includes overseeing user roles, security settings, territories, and team permissions. The role is also responsible for customizing the CRM to keep up with evolving business needs by creating workflows, custom fields, data validation rules, and generating reports and dashboards related to work orders, assets, and scheduling. Ensuring data integrity is another critical aspect, with regular audits, clean-up, and data imports/exports required to maintain accuracy in customer information, service history, and inventory or parts management. The individual serves as the Subject Matter Expert (SME) and main point of contact for all CRM-related inquiries, troubleshooting, and bug resolution for both field technicians and office staff. Additionally, they are tasked with developing and conducting training for new and existing users. On the general IT and help desk side, the role encompasses user and license management across Microsoft services, such as handling Office 365 and Microsoft 365 licensing. Common help desk requests—like password resets, account lockouts, and multi-factor authentication issues—are addressed promptly. The position also provides Tier 1 desktop support for core applications, including the Microsoft Office suite and email setup, and coordinates with external IT support or vendors as needed for hardware and network related issues. Preferred Platform Knowledge: • ServiceTitan • Microsoft Office365 • Power BI • Azure Useful Experience: • Leadership of a small service desk team • Information Security and Cybersecurity principles, best practices, training, and implementation • Advanced knowledge of and the ability to troubleshoot issues with: o Windows Operating System o Desktop, Laptop, and Tablet Hardware o iOS o iPhone Hardware o Microsoft M365 administration o Software license administration o 3rd Party software applications • Advanced experience providing end-user technology and facilities support via a ticketing system • Advanced troubleshooting steps for applications, computers, phones, peripherals, and networks • Vendor and contract management • Website creation, management, and maintenance • SQL query and report development • Power BI report development • Python CRM Duties/Responsibilities: • Assist users with troubleshooting issues related to CRM data entry, including customer records, appointment records, estimates, invoices, payments, and notes. • Provide guidance and support for uploading files and managing media within customer profiles. • Help users understand how information flows into and between different types of records in the CRM, ensuring accuracy and consistency. • Support scheduling processes, including creating, editing, and tracking appointments for field service teams. • Investigate and resolve problems with data integrity, missing information, or incorrect record associations within the CRM. • Educate users on best practices for entering and maintaining customer and service data, helping improve overall system usage. • Collaborate with other team members to identify recurring issues and recommend enhancements or training opportunities related to CRM processes. Office Duties/Responsibilities: • Assist users with login issues and password resets for Office 365 accounts. • Manage mailboxes, including creating new accounts, configuring permissions, and troubleshooting email delivery problems. • Provide support for SharePoint access, site permissions, and document sharing features. • Help users with Microsoft Teams software, including setting up meetings, managing channels, and resolving connectivity or feature issues. • Oversee license management, including assigning, revoking, and monitoring Office 365 licenses to ensure compliance and cost efficiency. • Maintain user groups and distribution lists to facilitate communication and collaboration. • Monitor system health, security alerts, and usage reports to proactively address potential issues. • Educate users on best practices for using Office 365 applications and services.
