Associate Support Analyst

Sunrise Technologies; Winston-Salem (NC); On-site; USD 45,000 - 60,000; Full time

Job summary

Sunrise Technologies is seeking an Associate Support Analyst to join our Global Support Team and provide first-level support to clients utilizing Microsoft Dynamics 365 solutions. This is an excellent opportunity for an early-career technology professional who enjoys problem-solving, customer interaction, and learning enterprise business applications.

The Associate Support Analyst will serve as a first point of contact for client support requests, helping resolve common issues, documenting

Qualifications

• Associate’s degree or higher in IT or related field with GPA 3.0+.
• Experience in Help Desk or technical support in a customer-facing role.
• Strong attention to detail and ability to follow documented procedures.
• Willingness to learn new technologies and business applications.

Responsibilities

• Serve as first point of contact for client support requests, troubleshooting and resolving Tier 1 issues using SOPs and knowledge resources.
• Create, maintain, and improve SOPs, knowledge articles, and support documentation.
• Document, track, and update support tickets accurately and timely.
• Escalate complex issues to senior support team members when appropriate.
• Communicate professionally with clients regarding issue status and resolution.
• Collaborate with Sunrise Technologies' Global Support Team to ensure quality client service.
• Follow documented processes, workflows, and support procedures.
• Assist with user account, application, and basic system support activities.
• Identify recurring issues and communicate trends to the support team.
• Maintain high levels of customer satisfaction through responsive and professional support.
• Participate in ongoing training and development related to Microsoft Dynamics 365.

Skills

Customer support

Troubleshooting

Documentation

Attention to detail

Independent learner

Education

Associate's degree in IT

Job description

Sunrise Technologies is seeking an Associate Support Analyst to join our Global Support Team and provide first-level support to clients utilizing Microsoft Dynamics 365 solutions. This is an excellent opportunity for an early-career technology professional who enjoys problem-solving, customer interaction, and learning enterprise business applications.

The Associate Support Analyst will serve as a first point of contact for client support requests, helping resolve common issues, documenting cases, and escalating more complex issues when necessary. This role involves troubleshooting and triaging client issues, often leveraging established SOPs and knowledge resources, while providing opportunities to develop technical and support skills.

About Microsoft Dynamics 365: D365 is a comprehensive ERP and CRM solution that integrates an organization’s operations including accounting, supply chain, customer relations, sales, and marketing.

Core Responsibilities

• Serve as the first point of contact for client support requests, troubleshooting and resolving Tier 1 issues using SOPs and knowledge resources.
• Create, maintain, and improve SOPs, knowledge articles, and support documentation.
• Document, track, and update support tickets accurately and timely.
• Escalate complex issues to senior support team members when appropriate.
• Communicate professionally with clients regarding issue status and resolution.
• Collaborate with Sunrise Technologies' Global Support Team to ensure quality client service.
• Follow documented processes, workflows, and support procedures.
• Assist with user account, application, and basic system support activities.
• Identify recurring issues and communicate trends to the support team.
• Maintain high levels of customer satisfaction through responsive and professional support.
• Participate in ongoing training and development related to Microsoft Dynamics 365.

Required Qualifications

• Associate's degree or higher in Information Technology, Networking, Computer Information Systems, or a related field; minimum cumulative GPA of 3.0 or higher.
• Experience in a Help Desk, Technical Support, Service Desk, Support Analyst, or related customer support role working in a customer-facing environment.
• Strong attention to detail and ability to follow documented procedures and work independently.
• Willingness and aptitude to learn new technologies and business applications.

Sunrise Technologies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training