Help Desk Technician - IRS

Job Description

Help Desk Technician

Some onsite time may be required

Chamblee, Georgia OR New Carrollton Maryland

Grant Leading Technology is seeking a candidate for a Senior System Analyst to join our dynamic team. The candidate will perform user administration tasks, including the creation of Cisco’s Unified Contact Center Enterprise (UCCE) accounts and the processing of BEARS/ServiceNow requests. This position may require some onsite time therefore we are targeting Atlanta GA or Washington, DC area candidates. The hours are 3:30 PM to 12 midnight.

Targeted compensation $50 - $60k

Responsibilities:

Provides Tier-1 and Tier 2 support for Finesse application related issues

Triages user reported problems

End-to-end coordination of Finesse ticket resolution

Administers the Finesse application configuration

Triages and resolves application configuration related issues

Escalates to Finesse Development Team as necessary

Deploys and installs patches/fixes

Configures Finesse version upgrades

Submits change control requests for deploying fixes and changes

Qualifications and Education Requirements:

Bachelor of Arts (BA) degree in Information Technology or related fields

Minimum of 4 years of experience in contact center support environments

Familiarity and exposure to any Cisco 3rd Party Products (i.e. Nuance, Finesse, Verint, etc.)

Must be Resident Alien or US Citizen and able to pass background check

Preferred Skills:

Have Minimum Background Investigation (MBI) clearance

About Grant Leading Technology:

Grant Leading Technology (GLT) is a verified Service-Disabled Veteran Owned Small Business (SDVOSB) government contracting firm. GLT provides expert knowledge and skills to deliver agile enterprise solutions and innovative technologies to our clients at the Federal Aviation Administration (FAA), Internal Revenue Service (IRS), Federal Emergency Management Agency (FEMA), National Aeronautics and Space Administration (NASA), and other federal and state agencies. We possess exceptional capabilities including, but not limited to, project management, cyber security, construction management, design, and management technology. GLT has been recognized for three consecutive years by Inc. 5000 as one of the fastest-growing private companies in America.

Our employees are at the heart of GLT’s success. We value and fully embrace the diversity of individuals and ideas within our workforce. GLT provides a competitive compensation package with benefits that are immediately available. Our base healthcare plan is 100% employer paid and our 401k plan is immediately vested. We also offer paid time off, 11 federal holidays, short/long-term disability, 401k matching, and opportunities for professional development.

*Grant Leading Technology is an “equal opportunity employer”. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Reasonable accommodations will be provided to those who are unable to utilize our online application system due to a disability. Please email with the subject line “Accommodation”

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