Junior Help Desk Support Agent (Bilingual-Spanish)

Role Specific Duties/ Role Responsibilities:

• Provide Tier 1 front-line support to end users through phone, email, ticketing systems, and other approved support channels. 

• Perform account verification, password resets, account unlocks, and credential delivery in accordance with established security procedures. 

• Process and support soft and hard token requests, activation, replacement, and authentication-related issues. 

• Receive, document, triage, prioritize, and route incidents, service requests, and inquiries to appropriate support teams. 

• Administer user accounts within AIMS, PAS, and other authorized systems, including account creation, modification, disabling, deletion, and access management. 

• Deliver bilingual (English and Spanish) customer support during all Help Desk operating hours, ensuring effective communication and resolution of user issues. 

• Conduct basic technical troubleshooting, provide technical analysis, and escalate complex issues to Application Systems Administrators, Engineering, or other Tier 2/3 support teams as needed. 

• Maintain compliance with Service Level Agreements (SLAs), document support activities, and support operational, technical, and program requirements under supervisory guidance. 

Required Qualifications:

• Associate degree in Information Technology, Computer Science, Business Administration, or a related field; or equivalent combination of education and experience. 

• Minimum of two (2) years of Help Desk, Service Desk, Customer Support, or Technical Support experience. 

• Bilingual (Spanish) conversational proficiency and customer service support.

  Experience providing end-user support via phone, email, ticketing systems, and other customer service channels. 

• Experience performing account administration functions, including 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 workload 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 Service Level Agreements (SLAs). 

• Candidates must be a US Citizen or a Legal Permanent Resident to obtain the required security clearance for this role.
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Additional Qualifications (Optional or Preferred):

• Experience supporting identity and access management systems such as AIMS, PAS, or similar account administration platforms.  

• Experience processing multifactor authentication (MFA), soft token, and hard token requests.  

• Bilingual proficiency in English and Spanish.  

• Experience supporting government, enterprise, or large-scale technical environments.  

• Familiarity with IT Service Management (ITSM) tools and ticketing platforms.  

• Knowledge of account lifecycle management, access controls, and information security best practices.  

• CompTIA A+, HDI Support Center Analyst (SCA), or other customer support/technical support certifications.