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Application Systems Admin (Bilingual-Spanish)

1 month, 3 weeks ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Cybersecurity
Apply Now
Makpar

Makpar

Makpar is an award-winning cybersecurity consultant specializing in IT modernization for the Federal government. The company's in-house Research & Development Lab innovates to build tailored solutions for government agencies.

Internet Software & Services
51-250
Founded 2008
View All Jobs 7

Description

  • Serve as the primary escalation point for Tier 1 Help Desk Agents and provide advanced troubleshooting and technical guidance.
  • Perform incident triage and coordinate Level 2 support activities with Operations Managers and technical teams.
  • Coordinate service restoration during system outages, application failures, and other operational incidents.
  • Administer and maintain user accounts in AIMS, PAS, Access Request Tools, and other authorized systems.
  • Manage account creation, modification, deactivation, and access permissions across enterprise applications.
  • Oversee soft token and hard token processes, including issuance, troubleshooting, replacement, inventory tracking, and compliance monitoring.
  • Monitor SLA performance metrics and support reporting and service improvement initiatives.
  • Perform routine system administration tasks, maintain logs, and implement corrective actions to keep systems efficient and available.
  • Support bilingual help desk operations for English- and Spanish-speaking users and agents.

Requirements

  • Associate degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent education and experience.
  • Minimum of 2 years of experience in Help Desk, Technical Support, System Administration, Application Support, or a related IT support environment.
  • Conversational Spanish proficiency and customer service support experience.
  • Experience administering user accounts, access permissions, and security roles in enterprise applications and systems.
  • Experience troubleshooting application access issues, authentication problems, and user account incidents.
  • Knowledge of incident management, escalation procedures, and service restoration processes.
  • Experience working with ticketing systems and documenting technical issues, resolutions, and system changes.
  • Strong analytical, troubleshooting, and problem-solving skills.
  • Ability to work effectively in a fast-paced operational environment while meeting SLAs.
  • Strong verbal and written communication skills with the ability to interact with technical and non-technical users.
  • Experience administering AIMS, PAS, Access Request Tools, or similar IAM platforms (preferred).
  • Experience supporting high-volume, high-availability systems and operational environments (preferred).
  • Experience managing multifactor authentication, soft tokens, and hard token solutions (preferred).
  • Knowledge of user lifecycle management, role-based access controls, and information security best practices (preferred).
  • Experience supporting outage management, service restoration, and operational incident response activities (preferred).
  • Bilingual proficiency in English and Spanish (preferred).
  • Familiarity with ITIL principles, ITSM processes, and SLA performance reporting (preferred).
  • Relevant certifications such as CompTIA A+, Network+, Security+, HDI, ITIL Foundation, or comparable certifications (preferred).

Benefits

  • Generous compensation package.
  • Flexible work schedules.
  • Excellent training and career development opportunities.
  • Great benefits package.
  • Supportive workplace focused on employee well-being and engagement.
  • Equal Opportunity Employer status.

Interested in this position?

Apply directly on the company website

Apply Now

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