Microsoft Dynamics Support Analyst

Edera L3C is a fast-growing healthcare consultancy that addresses today's issues and helps create tomorrow's solutions by connecting the brightest minds in healthcare. Our team of management, technology, and creative services consultants work collaboratively with industry experts who bring deep experience and expertise to create transformational business solutions. We believe complex challenges and multi-faceted opportunities call for multi-disciplinary approaches and that's how we work. We bring industry best practices from the private sector to government and from government to the private sector to transform healthcare. Edera is an L3C (a variation of a limited liability company) that places "purpose before profit;" a social enterprise venture. This means we are focused on a socially beneficial mission to transform organizations rather than being driven to maximize income. Profits beyond our business sustainability goals are reinvested into communities or clients.

We are seeking a Microsoft Dynamics Support Analyst to join our technology operations team. This role is responsible for providing day-to-day application support for Microsoft Dynamics 365 and Power Platform-based solutions, serving as a key part of a tiered support and help desk model. The ideal candidate brings strong troubleshooting skills, a service-oriented mindset, and hands-on experience supporting Microsoft enterprise applications in a production environment.

Employment Details

This position offers flexible engagement options and may be structured as a full-time, part-time, contract, or 1099 role depending on candidate availability and project needs. The role is fully remote and carries no supervisory responsibilities. The position reports directly to the Director of Technology.

Compensation will be determined based on experience, employment status, and market analysis.

Responsibilities:

Help Desk and Tiered Support Operations:

• Serve as a primary point of contact for application support requests related to Microsoft Dynamics 365 and Power Platform solutions.

• Triage, log, and manage incidents and service requests in accordance with defined support processes and SLAs.

• Provide Tier 1, 2, and 3 support, escalating complex issues to engineering or development teams as appropriate.

• Communicate clearly with users regarding issue status, resolution timelines, and workarounds.

Incident, Problem, and Request Management:

• Diagnose and resolve common application issues related to user access, configuration, workflows, and data.

• Perform root-cause analysis for recurring issues and contribute to problem management activities.

• Support standard service requests including user onboarding/offboarding, role changes, and configuration updates.

• Participate in post-incident reviews and continuous improvement initiatives.

Microsoft Dynamics and Power Platform Support:

• Support Dynamics 365 applications by troubleshooting forms, views, workflows, plugins, and integrations.

• Assist with Power Automate flow monitoring, error resolution, and operational tuning.

• Support Power Apps used for operational or administrative functions.

• Provide basic support for Power BI dashboards, data refreshes, and access issues.

Security and Access Administration:

• Administer user roles, security permissions, and access controls within Dynamics 365 and Dataverse.

• Support compliance with security, privacy, and data protection requirements through proper access management.

• Coordinate with technical leads on issues involving sensitive data or elevated access.

Monitoring and Operational Readiness:

• Monitor application health, system alerts, and operational queues to proactively identify issues.

• Support scheduled maintenance, deployments, and release activities from a support readiness perspective.

• Validate fixes and enhancements in lower environments prior to production release.

Documentation and Knowledge Management:

• Maintain support documentation, runbooks, and standard operating procedures.

• Contribute to knowledge articles, FAQs, and user guidance to reduce repeat issues.

• Support training and onboarding efforts by providing operational insights and support materials.

Collaboration and Continuous Improvement:

• Work closely with developers, system administrators, and architects to ensure smooth handoff between build and run-state operations.

• Provide feedback on recurring issues, usability concerns, and enhancement opportunities.

• Support Agile and DevOps workflows by participating in sprint reviews, backlog grooming, and release retrospectives as needed.

Required Knowledge and Skills:

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.

• Experience supporting Microsoft Dynamics 365 applications in a production environment.

• Familiarity with Power Platform components including Power Automate and Power Apps.

• Strong understanding of tiered support models and help desk best practices.

• Experience with incident, problem, and request management processes (ITIL-aligned experience preferred).

• Strong troubleshooting, analytical, and customer service skills.

• Ability to clearly document issues, resolutions, and operational procedures.

• Excellent communication and collaboration skills.

Desirable (Not Required) Skills/Experience

• PMP or SAFe certification

• Prior military or DHA experience

If you are a highly motivated individual with a passion for Microsoft technologies and a commitment to delivering high-quality, scalable solutions, we encourage you to apply. Join our team and contribute to the success of our organization through the development and optimization of intelligent Microsoft Dynamics-based platforms.

All applicants must be US citizens and able to obtain a Public Trust clearance. Edera participates in the E-Verify program. Edera is a drug-free workplace.

Edera is an Equal Opportunity and Affirmative Action Employer. Edera prohibits discrimination against individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other category protected by law. Edera takes affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, or veteran status.