Junior Help Desk Support Agent
New
M
MakparInformation Technology
Remote, US-BasedFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- English and Spanish
- Experience
- Minimum of two (2) years
- Required Skills
- Customer serviceAccount ManagementTechnical support
Requirements
- Associate degree in Information Technology, Computer Science, Business Administration, or 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.
- 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.
- Ability to work effectively under supervision and follow established processes.
- Bilingual proficiency in English and Spanish.
- Preferred: Familiarity with IT Service Management (ITSM) tools and ticketing platforms.
- Preferred: CompTIA A+ or HDI Support Center Analyst (SCA) certification.
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.
- Deliver bilingual (English and Spanish) customer support during all Help Desk operating hours.
- Conduct basic technical troubleshooting, provide technical analysis, and escalate complex issues as needed.
- Maintain compliance with Service Level Agreements (SLAs) and document support activities.
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