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 Dynamics CRM Support Specialist. 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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What We Do
Planet Technologies was built around investing in and developing long term relationships with our customers and corporate partners. We work hard to keep our staff trained on the latest technologies, policy and operational issues impacting today’s federal and corporate environments. Being an expert on the technology we support is the first step, more importantly is understanding your business mission and integrating technology into a long term strategic plan. Planet Technologies is the leading provider of Microsoft consulting services to public sector and commercial organizations. Our team of Microsoft experts provides support for Office 365, CRM, SharePoint, System Center, SQL, and Windows 7-10. Planet has significant experience in deploying business intelligence, cloud services, unified communications, records management, workflow automation, collaboration, systems management, virtualization and more. A Global Leader in Microsoft Technologies: Few companies can compare to Planet Technologies when it comes to an established relationship with Microsoft. As a company with a 100% focus on the Microsoft platform, we know Microsoft technologies and we are a trusted partner. As a team of experienced and certified Microsoft consultants and Microsoft trainers, we are the best partner to help your staff get up to speed quickly and cost effectively in order to make your business more productive with your Enterprise Agreement investment. Advanced certifications • Microsoft Partner with five gold and ten silver competencies • CPLS Microsoft certified training Highly skilled staff • Microsoft Certified Solutions Masters (MCSM) • Microsoft Most Valuable Professionals (MVP) • Microsoft Certified Trainers (MCT) • Microsoft CRM Rangers • 150+ Microsoft Consultants We are a full-service, independent training company providing a range of IT and developer training services based on Microsoft technologies to individuals and organizations.
