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Junior Help Desk Support Agent (Bilingual-Spanish)

2 months ago
United States
Full-time
Junior
Technical Support Engineer
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

  • Provide Tier 1 front-line support to end users through phone, email, ticketing systems, and approved support channels.
  • Verify accounts, reset passwords, unlock accounts, and deliver credentials following security procedures.
  • Process soft and hard token requests, including activation, replacement, and authentication issues.
  • Receive, document, triage, prioritize, and route incidents, service requests, and inquiries to the appropriate support teams.
  • Administer user accounts in AIMS, PAS, and other authorized systems, including creation, modification, disabling, deletion, and access management.
  • Deliver bilingual English and Spanish customer support during all Help Desk operating hours.
  • Perform basic technical troubleshooting, technical analysis, and issue escalation to Tier 2/3 support teams as needed.
  • Maintain SLA compliance and document support activities accurately and professionally.
  • Support operational, technical, and program requirements under supervisory guidance.

Requirements

  • Associate degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent education and experience.
  • Minimum of 2 years of Help Desk, Service Desk, Customer Support, or Technical Support experience.
  • Conversational proficiency in Spanish and experience providing bilingual customer service support.
  • Experience supporting end users via phone, email, ticketing systems, and other customer service channels.
  • Experience performing account administration tasks such as password resets, account unlocks, user verification, and access management.
  • Basic knowledge of troubleshooting methodologies, incident management, and ticket routing procedures.
  • Strong customer service, communication, and problem-solving skills.
  • Ability to manage multiple tasks and prioritize work in a fast-paced environment.
  • Ability to document incidents, service requests, and resolutions accurately and professionally.
  • Ability to work effectively under supervision and follow established processes, policies, and SLAs.
  • Preferred experience supporting identity and access management systems such as AIMS, PAS, or similar platforms.
  • Preferred experience processing MFA, soft token, and hard token requests.
  • Preferred experience supporting government, enterprise, or large-scale technical environments.
  • Preferred familiarity with ITSM tools and ticketing platforms.
  • Preferred knowledge of account lifecycle management, access controls, and information security best practices.
  • Preferred certifications such as CompTIA A+ or HDI Support Center Analyst (SCA).

Benefits

  • Generous compensation package.
  • Flexible work schedules.
  • Excellent training opportunities.
  • Career development opportunities.
  • Outstanding benefits package.
  • Supportive, collaborative work environment.
  • Employer commitment to employee well-being and engagement.

Interested in this position?

Apply directly on the company website

Apply Now

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