Microsoft Dynamics 365 Tier 2 Customer Service Engineer / System Administrator

Description

Founded in 2007, Initiate Government Solutions (IGS) is a Woman-Owned Small Business and a fully remote IT services provider supporting federal partners nationwide. We deliver innovative Enterprise IT and Health Services solutions with a strong focus on data analytics, health informatics, cloud migration, AI, and the modernization of federal information systems.

Our vision is to be a health IT trendsetter, continuing to solve the nation’s most challenging healthcare IT issues by conceiving, designing, and building solid, creative, and innovative open-source solutions. 

Our mission is to innovate, design, and deliver tailored solutions that balance technical advancement with cost-awareness while providing exceptional service.

IGS is currently recruiting a remote Microsoft Dynamics 365 Tier 2 Customer Service Engineer / System Administrator to support our work with the Department of Veterans Affairs (VA). 

Assignment of Work and Travel:

This is a remote access assignment. The Candidate will work remotely daily and will remotely access VA systems and therein use approved VA provided communications systems. Travel is not required; however, the candidate may be required to attend onsite client meetings as requested.

We are seeking a highly skilled Microsoft Dynamics 365 Tier 2 Customer Service Engineer / System Administrator to join our team. The ideal candidate will be responsible for providing advanced support and resolution to end-users of the Dynamics 365 platform. This role requires strong technical knowledge, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical team members.

Responsibilities and Duties (Included but not limited to):

• The Customer Service Engineer will provide administration, configuration, and diagnostics in Dynamics 365 in support of the Veterans Affairs (VA) enterprise. 
• Provide Tier 2 support for Dynamics 365 end-users, including user access, troubleshooting, issue resolution, and escalation to Tier 3 support as necessary.
• Investigate and resolve complex issues related to Dynamics 365 applications, modules, and integrations.
• Develop and maintain documentation for support processes, procedures, and solutions.
• Stay up to date with the latest features, updates, and best practices related to Dynamics 365.

Requirements

• Bachelor's Degree in computer science, information technology, or a related field plus 2 years experience, 8 years of additional relevant experience may be substituted for education.
• Minimum of 2 years of experience in a Tier 2 support role, specifically focused on Dynamics 365.
• Strong understanding of Dynamics 365 Customer Service (CRM).
• Proficiency in troubleshooting and resolving Dynamics 365-related issues.
• Experience with Dynamics 365 configuration, customization, and integration.
• Excellent analytical and problem-solving skills.
• Experience with ITIL processes and practices and the ServiceNow service management tool
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Availability to provide work during core customer hours, 8 AM to 5 PM Eastern
• Candidate must be a U.S. citizen or permanent resident and able to attain a Tier 4 Public Trust clearance.

Preferred Qualifications and Core Competencies:

• Active VA Public Trust
• Microsoft Dynamics 365 certification.
• Experience in a fast-paced, customer-oriented environment.
• Microsoft Azure and Power Platform knowledge is advantageous.
• Experience with monitoring tools like Dynatrace and Application Insights is a plus.

Successful IGS employees embody the following Core Values:

• Integrity, Honesty, and Ethics: We conduct our business with the highest level of ethics. Doing things like being accountable for mistakes, accepting helpful criticism, and following through on commitments to ourselves, each other, and our customers. 
• Empathy, Emotional Intelligence: How we interact with others including peers, colleagues, stakeholders, and customers’ matters. We take collective responsibility to create an environment where colleagues and customers feel valued, included, and respected. We work within a diverse, integrated, and collaborative team to drive towards accomplishing the larger mission. We conscientiously and meticulously learn about our customers’ and end-users’ business drivers and challenges to ensure solutions meet not only technical needs but also support their mission.
• Strong Work Ethic (Reliability, Dedicatio