Job description

Planet Technologies, the Nation’s leading Microsoft services provider to the public sector, is looking for a highly motivated individual to join our growing team as a Help Desk Specialist, Dynamics. In this role, you will be supporting impactful projects that benefit our country.

The Help Desk Specialist will provide CRM and Non-CRM Tier 2/Tier 3 Support services, troubleshoot, analyze, maintain, and manage software applications, including custom Microsoft .Net applications using Microsoft SQL Server Reporting Services (SSRS) Reports and Microsoft Dynamics CRM framework).

Responsibilities

Resolve reported customer support issues in accordance with service level agreements.

Maintain and support legacy data synchronization between CRM and legacy non-CRM-based systems.

Support, troubleshoot, analyze, maintain, and manage software applications, including highly customized Dynamics CRM-based systems.

Perform Dynamics CRM migration services (i.e. migrate from CRM 365 on premise to the next available framework version on premise or in cloud).

Troubleshoot and analyze data and data integrations issues related to SQL Server, Dynamics CRM and Oracle-based systems.

Manage access into the CRM environment, including management of CRM licenses and user accounts.

Maintain and support browser-based online customer Portals and third party developed custom plug-ins associated with Dynamics CRM applications.

Troubleshoot and analyze data and data integrations issues related to SQL Server and Oracle-based systems.

Interact and work with Tiers 1 & 3 support, infrastructure teams and customers to resolve reported support issues.

Perform Queue Manager function in TrackIt or its upcoming replacement.

Timely update all assigned helpdesk tickets and ensure adherence to the pending SLAs.

Design artifacts that follow the technical standards and guidelines established.

Work with team members to deﬁne solutions and implement those solutions according to the COR approved design.

Support global infrastructure and system patching.

Actively transfer knowledge to other members of the support team.

Troubleshoot on average of 80 help-desk requests per week.

Skills Required

Experience providing Dynamics CRM Tier 2/Tier 3 Support services in a remote-based Call center environment

Ability to support, troubleshoot, analyze, maintain, and manage software applications, including highly customized Dynamics CRM-based systems.

Previous experience with Dynamics CRM migration services (migrate from CRM 365 on premise or in cloud).

Experience working in a Queue Manager function like TrackIt or other automated systems

Proven success adhering to helpdesk SLA's, supporting internal customers effectively in a timely manner and tracking artifacts

Collaborative working relationship with other support team members and the knowledge of when and how to escalate

Planet Technologies is the leading provider of Microsoft Consulting Services to public sector and commercial organizations. Planet has significant experience in deploying business intelligence, cloud services, unified communications, and systems management with an emphasis building, deploying, and managing custom solutions that transform the business operations of federal government agencies.

Planet Technologies does not discriminate in employment opportunities, terms and conditions of employment, or practices. All qualified applicants will receive consideration for employment without regard to race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, protected veteran status, or any characteristic protected by law. Federal Agency Clearance Requirements may require up to a 10-year background investigation - US Citizenship (clearable) is required.

Salaries for Support positions at Planet Technologies range from $60,000 and $130,000. Several factors will impact final pay offered to a successful candidate including but not limited to the type and years of experience within the job, clearance level, the type of years and experience within the industry, education, training, etc.

Visit www.go-planet.com to learn more about us. Details about our benefits can be found here Planet Technologies Benefits Guide 2024-2025.

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