Junior Help Desk Support Agent (Bilingual-Spanish)

**Who we are:** Makpar is a comprehensive professional and technical solutions provider for the Federal government. We combine functional and technical expertise in cloud engineering, data management, cybersecurity and emerging technologies to deliver mission success. We build the right IT solution for government clients by partnering with them to understand their WHAT, WHY, and HOW. Using our signature consulting methodology that we call “The Makpar Way,” we help agencies navigate the ongoing changes in the Federal technology landscape. We succeed where others fail because of our connected and engaged workforce are dedicated to delivering success for our clients and the American people. Our Mission: We solve complex problems for the Federal government to accelerate access to citizen services. When it comes to excellence, we deliver. Learn more about our employer brand at [](http://makpar.com/careers). ## About the position: Makpar has an exciting opportunity for a bilingual Spanish-speaking Junior Help Desk Support Agent to join our growing team. The Tier 1 Help Desk Support Team serves as the first point of contact for end users requiring technical assistance, account support, and access management services. Team members provide front-line customer support, perform technical analysis and troubleshooting, and support programs, projects, and operational activities through a variety of analytical and technical tasks. The team works under supervision and supports engineers, system administrators, technicians, and management personnel as required. 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. ### 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). ### 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.