Benefits: - 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
iQuasar LLC has an exciting opportunity for a
Junior Help Desk Support Agent (Bilingual-Spanish) to join our growing team. The Help Desk provides English- and Spanish-speaking support agents during all operational hours to ensure uninterrupted bilingual assistance across all support channels, including phone, email, ticketing systems, and written correspondence.
We are seeking a
Junior Help Desk Support Agent Bilingual-Spanish for a contract position.
- Position: Junior Help Desk Support Agent Bilingual-Spanish
- Position Type: Full-time-Remote
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.
Preferred Qualification:- 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.
This is a remote position.
Compensation: $82,000.00 - $93,000.00 per year
