Help Desk Tier II Customer Support Specialist

About Junior Achievement USA® Junior Achievement is education for what’s next. As a strategic partner working in collaboration with educators, employers, investors, leaders, and the communities they serve, we are dedicated to helping students achieve academically today and economically tomorrow. As a leader in experiential learning operating on a national scale with over a century of experience, we are driving toward lasting change. This means ensuring a generation of students has the transferable skills and competencies needed to navigate a rapidly changing world. By delivering career-connected learning, we are invested in accelerating economic mobility through education. By helping students become confident, capable, and connected today, we can ensure they have access to opportunity-filled futures tomorrow. Junior Achievement reaches more than 4.6 million students annually across nearly 100 U.S. markets, and is part of JA Worldwide, which serves over 19.9 million students in more than 100 countries. Learn more at www.ja.org.

Position Summary

Junior Achievement is seeking a detail-oriented and customer-focused Help Desk Tier II Support Specialist to support enterprise systems, with a primary focus on Microsoft Dynamics 365 CRM. This role is responsible for resolving escalated support requests, configuring system components, and ensuring end users across the JA network are equipped to effectively utilize enterprise applications. This individual will serve as a key bridge between end users, Tier I support, and internal stakeholders, providing troubleshooting, training, and system guidance to drive consistent, high-quality system usage across the organization.

Essential Functions

• Provide Tier II system support to end users, resolving escalated technical and application-related issues
• Manage and respond to customer support tickets, ensuring timely and effective resolution
• Test system fixes, enhancements, and configuration changes from an end-user perspective
• Configure and maintain JA Area data within the Microsoft Dynamics 365 CRM system
• Deliver remote training sessions to end users on system functionality and best practices
• Partner with Tier I support to troubleshoot and resolve complex issues that require escalation
• Document customer needs, workflows, and business processes to support system improvements
• Identify recurring issues and contribute to knowledge base articles, documentation, and process enhancements
• Collaborate with internal stakeholders to improve system usability and adoption across enterprise platforms
• Perform additional duties as assigned

Required Qualifications

• Bachelor’s degree or equivalent combination of education and experience
• At least 3 years of customer support experience, including 1+ year as a software subject matter expert
• At least 1 year of direct experience with Microsoft Dynamics 365
• Strong customer service orientation with excellent communication and interpersonal skills
• Demonstrated ability to troubleshoot technical issues and provide clear, actionable guidance to users
• Experience delivering training or supporting user education in a systems or technical environment
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)
• Strong organizational and time-management skills, with the ability to manage multiple priorities

Desired Qualifications

• Experience executing test cases based on software requirements or user stories
• Familiarity with CRM systems, enterprise applications, and system configuration best practices
• Experience working in a nonprofit or distributed network organization

Benefits

JA USA’s health care benefits provide coverage when needed—focusing on programs that support and encourage healthy living and your overall well-being. We offer medical, dental, vision, life insurance, long-term disability, holidays, paid time off, and 401(k).

Our Commitment

At JA USA, we believe that our success is directly tied to our ability to foster an environment where all individuals have access to opportunities and can thrive. We are deeply committed to creating a workplace where inclusion and belonging are not just principles but lived experiences. This commitment drives us to attract, develop, retain, and promote a workforce that mirrors the communities we serve, bringing together a wide range of perspectives, experiences, and talents.

We embrace the unique contributions that every JA USA employee brings to our mission and encourage individuals from all backgrounds to join our team. By welcoming various voices, we continue to expand our understanding of the world, and we actively seek to elevate representation of different individual experiences and the perspectives they shape.

We are dedicated to fostering an environment where everyone feels respected, valued, and heard—where people can be their authentic selves and know that they belong. This is how we build a workplace where every individual can succeed, and where we work together to create lasting impact for the young people and communities we serve.

Additional Information

JA USA does not provide sponsorship for employment visas for this position. All candidates must be legally authorized to work in the United States without the need for sponsorship, now or in the future.