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Junior Help Desk Support Agent (Bilingual-Spanish)

1 day, 12 hours 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
51-200
Founded 2008
View All Jobs 7

Description

  • Provide Tier 1 end-user support via phone, email, ticketing systems, and approved channels.
  • Deliver bilingual English- and Spanish-language support throughout Help Desk operating hours.
  • Verify user accounts and perform password resets, account unlocks, credential delivery, and access-management tasks.
  • Process soft and hard token requests, activation, replacement, and authentication issues.
  • Create, modify, disable, delete, and manage user accounts in AIMS, PAS, and other authorized systems.
  • Document, triage, prioritize, route, and track incidents, service requests, and inquiries.
  • Perform basic technical troubleshooting and escalate complex issues to Tier 2/3 teams.
  • Maintain SLA compliance and accurate documentation of support activities and resolutions.

Requirements

  • Associate degree in Information Technology, Computer Science, Business Administration, or a related field, or an equivalent combination of education and experience.
  • At least 2 years of Help Desk, Service Desk, customer support, or technical support experience.
  • Conversational Spanish proficiency and experience delivering bilingual customer support.
  • Experience supporting end users through phone, email, ticketing systems, and other service channels.
  • Experience with account administration, including user verification, password resets, account unlocks, and access management.
  • Basic knowledge of troubleshooting, incident management, and ticket-routing procedures.
  • Strong customer service, communication, problem-solving, documentation, and workload-prioritization abilities.
  • Ability to follow established processes, policies, and SLAs under supervision.
  • U.S. citizenship or Legal Permanent Resident status to obtain the required security clearance.
  • Experience with AIMS, PAS, MFA, soft/hard tokens, ITSM tools, government or enterprise environments, and account lifecycle management is preferred.
  • CompTIA A+, HDI Support Center Analyst (SCA), or similar technical support certification is preferred.

Benefits

  • Generous compensation package.
  • Comprehensive benefits package.
  • Flexible work schedules.
  • Training and career development opportunities.
  • Work-life balance support.

Interested in this position?

Apply directly on the company website

Apply Now

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