Junior Help Desk Technician

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 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
• Must live in the United States

Preferred Skills:

• Have Minimum Background Investigation (MBI) clearance