Application Support Specialist II

The Application Support Specialist II (D365) will provide comprehensive support to our business operations ensuring efficiency and productivity through expert use of Microsoft tools and applications. This position works under minimal supervision and is accountable for Tier II response and advance level support for service requests incidents and escalations where first contact resolution is not possible. Works on cross-matrix teams when necessary to resolve complex support issues.

The Exponential Technology Group (XTG) is a specialist in the electronic component distribution and design engineering services industries. The ideal candidate will be located in the DFW metroplex; for the right candidate this position may be remote.

ACCOUNTABILITIES

Act as the next level responder after Tier 1 triaging tickets to the appropriate resource identifying and resolving urgent issues and assisting users with their business needs.

Utilize advanced skills in Microsoft 365 application products most importantly Dynamics 365 to support various business functions.

Provide transactional support for D365 and Business Central users allowing users to quickly solve problems without business disruption.

Assist the Product team and Tier I support by recognizing enhancement requests gathering customer requirements and providing those requirements to the Product team.

Replicate advanced bugs and user issues that need escalation to Tier III support.

Analyze service desk ticket trends to identify training opportunities for D365 users.

Enrich the IT departments product knowledge base by authoring articles addressing frequently asked questions and tutorials on new software improvements.

Stay updated with the latest features and updates of Dynamics 365 proactively suggesting improvements to enhance system functionality and user experience.

Identify deficiencies in service and support processes documenting process improvements within various departments and branches.

Mentor coach and train other employees in the work unit.

Help the IT department meet their Service Level Agreements with clients.

Perform additional duties as assigned.

EDUCATION & EXPERIENCE

Bachelors degree in a related field or three or more years equivalent work experience. Proven experience in providing advanced support for Microsoft tools and applications especially Dynamics 365.

SKILLS & CERTIFICATIONS

• Certification in Dynamics 365 or related fields is a plus.
• Strong analytical skills with the ability to generate insights from data.
• Experience with data visualization tools and techniques.
• Excellent problem-solving abilities and a proactive approach to issue resolution.
• Experience in conducting user training and providing technical support.
• Strong communication and collaboration skills to work effectively with stakeholders.
• Knowledge of best practices in IT management and system integration.
• Knowledge of distribution industry practices and transactional support.

What we offer our team members:

• A great benefits package that includes (but is not limited to) Medical/ Dental/ Vision 401(k)/Roth plan with matching contribution Healthcare Savings Accounts.
• A wide variety of benefits to include Tuition Reimbursement vacation floating holidays volunteer day off PTO or sick time.
• Ongoing training throughout your employment with opportunities to participate in professional and personal development programs.
• A strong focus on giving back to our communities through philanthropic opportunities.
• Great culture and opportunities for growth and advancement.

This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job descriptions is subject to possible modification to reasonably accommodate individuals with disabilities.

Pay Range: $31.83 - $38.75/hour. Actual offer to candidate may vary from posted hiring range based upon geographic location work experience education and/or skill level and will be finalized at offer.

This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). To perform the position you must be a U.S. Person as defined by ITAR. ITAR defines a U.S. person as a U.S. Citizen U.S. Permanent Resident (i.e. Green Card Holder) Political Asylee or Refugee.

Visa sponsorship is not available for this role. Only candidates authorized to work in the United States will be considered.

XTG is an Equal Opportunity Employer and we support protected veterans and individuals with disability through our affirmative action program. XTG is a subsidiary of TTI a wholly owned subsidiary of Berkshire Hathaway Inc.

Required Experience:

Unclear Seniority