Senior Application Support Specialist

Grant Leading Technology is seeking a candidate for Senior Application Support Specialist to join our dynamic team. The candidate will provide application support, technical documentation, customer service, and operational support for a federal government program. The successful candidate will serve as a key point of contact for end users, ensuring timely resolution of application issues while supporting system documentation, training materials, and mission-critical operations. This position requires exceptional communication skills, strong technical aptitude, and a commitment to delivering outstanding customer service.

This position will be on-site, and the hours are 8 am to 5 pm EST.

Responsibilities:

• Provide Tier 1 and Tier 2 application support to end users by troubleshooting and resolving software and system-related issues

• Respond to customer inquiries via phone, email, and online collaboration platforms in a professional and timely manner

• Develop, update, and maintain technical documentation, user guides, operations manuals, maintenance procedures, and other program documentation

• Coordinate with technical writers, editors, illustrators, and subject matter experts to prepare documentation for internal and external distribution

• Conduct technical research and collaborate with technical teams to ensure documentation accuracy and completeness

• Configure, schedule, and support virtual meetings using collaboration tools such as Microsoft Teams and Zoom

• Assist users with application functionality, account access, system navigation, and business process support

• Track, document, and escalate issues as appropriate while ensuring adherence to service-level objectives

• Support administrative and operational activities as assigned by program leadership

• Maintain a customer-focused approach while supporting evolving technologies and infrastructure requirements

Do you have experience in Technical Proficiency?, Do you have a Bachelor’s degree?, * Bachelor’s degree in Information Technology, Computer Science, Technical Communications, Business Administration, or a related field

• Minimum of ten (10) years of relevant professional experience supporting applications, systems, help desk operations, or technical documentation

• Strong experience creating and maintaining technical documentation, user manuals, and operational procedures

• Experience supporting end users in a customer service or helpdesk environment

• Excellent written, verbal, and interpersonal communication skills

• Demonstrated ability to quickly learn new applications, technologies, and business processes

• Strong analytical, troubleshooting, organizational, and problem-solving skills

• Ability to work independently with minimal supervision while managing multiple priorities

• Must be able to pass a federal government background check (Public Trust Clearance)

• Must live in the United States and be a US Citizen or Permanent Resident

Preferred Skills:

• Experience supporting federal government agencies or government contractor programs

• Familiarity with IT service management processes and ticketing systems

• Experience with Microsoft Teams, Zoom, and other collaboration platforms

• Knowledge of enterprise applications, infrastructure concepts, and software support best practices

• Experience developing training materials and conducting user support activities

• Master’s degree in a related field (may be substituted for four years of experience where applicable)

Pulled from the full job description

• 401(k) matching
• Paid time off
• Disability insurance
• Paid holidays, 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.

www.grantleadingtechnology.com