Help Desk Specialist

Summary

Join Planet Technologies, a leading Microsoft services provider, as a Help Desk Specialist, Dynamics! In this impactful role, you will provide Tier 2/Tier 3 support for CRM and non-CRM systems, troubleshoot applications, manage Dynamics CRM migrations, and maintain data integrations. You will collaborate with other teams and customers to resolve issues, manage help desk tickets, and adhere to SLAs. This position requires experience with Dynamics CRM, SQL Server, and Oracle systems. Planet Technologies offers competitive salaries and benefits.

Requirements

• 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
• US Citizenship (clearable)

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

Benefits

Salaries for Support positions at Planet Technologies range from $60,000 and $130,000