Makpar Corporation is seeking a bilingual Spanish-speaking Tier 1 Junior Help Desk Support Agent to serve as the first point of contact for end users who need technical assistance, account support, and access management. This is a remote role focused on phone, email, and ticket-based support, along with account verification and guided escalation.
Role Overview
The Help Desk team provides front-line customer support during all operating hours and supports technical analysis, troubleshooting, and program or operational activities through analytical and technical tasks. Work is performed under supervision, with escalation to engineers, system administrators, technicians, and other Tier 2/3 support teams as required.
Location
Responsibilities
- Provide Tier 1 front-line support to end users via phone, email, ticketing systems, and other approved support channels.
- Conduct account verification, password resets, account unlocks, and credential delivery in line with established security procedures.
- Support soft and hard token requests, including activation, replacement, and authentication-related issues.
- Receive, document, triage, prioritize, and route incidents, service requests, and inquiries to the appropriate support teams.
- Administer user accounts within AIMS, PAS, and other authorized systems, including account creation, modification, disabling, deletion, and access management.
- Provide bilingual support (English and Spanish) across Help Desk operating hours to ensure effective communication and resolution.
- Perform basic troubleshooting, provide technical analysis, and escalate complex issues to Application Systems Administrators, Engineering, or other Tier 2/3 teams as needed.
- Maintain Service Level Agreement (SLA) compliance, document support activity, and meet 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 education and experience.
- Minimum 2 years of Help Desk, Service Desk, Customer Support, or Technical Support experience.
- Bilingual conversational proficiency in Spanish with customer service support capability.
- Experience supporting end users via phone, email, ticketing systems, and other customer service channels.
- Experience with 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 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.
Technologies
- AIMS
- PAS
- IT Service Management (ITSM)
- Ticketing platforms
- Soft tokens
- Hard tokens
- Multifactor authentication (MFA)
Benefits
- Great benefits package
- Excellent training and career development opportunities
- Flexible work schedules
- Generous compensation package
- Outstanding benefits
- Environments where employees are encouraged to be themselves, collaborate, and be inquisitive in order to achieve goals
Additional Qualifications (Optional or Preferred)
- Experience supporting identity and access management systems such as AIMS, PAS, or similar 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.
Artificial Intelligence (AI) Tools in the Hiring Process
Makpar may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist the recruitment team but do not replace human judgment. Final hiring decisions are made by humans.
