Junior Help Desk Support Agent
New
J
JobgetherIT Support
Based in the United StatesFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Bilingual English and Spanish
- Experience
- At least 2 years
- Required Skills
- Account ManagementCustomer support
Requirements
- Associate degree in IT, Computer Science, Business Administration, or equivalent combination of education and experience.
- At least 2 years of experience in Help Desk, Service Desk, or technical support environments.
- Bilingual proficiency in English and Spanish.
- Experience supporting end users via phone, email, and ticketing platforms.
- Hands-on experience with account administration (password resets, account unlocks, credential support).
- Basic knowledge of technical troubleshooting, incident management, and ticket routing.
- Ability to explain technical issues clearly to users.
- Strong organizational skills to manage and prioritize multiple requests.
- Attention to detail for documenting incidents and resolutions.
- Ability to work effectively under supervision while following security standards and SLAs.
- Familiarity with identity and access management platforms (e.g., AIMS, PAS) is preferred.
- Experience in government or enterprise IT environments and relevant certifications (e.g., CompTIA A+) are valued.
Responsibilities
- Provide Tier 1 technical support to end users through phone, email, ticketing systems, and other approved support channels.
- Verify user identities and perform password resets, account unlocks, and credential support.
- Process soft and hard token requests and troubleshoot authentication-related issues.
- Document, triage, prioritize, and route incidents and service requests.
- Administer user accounts including creation, modification, and access management.
- Provide bilingual English and Spanish support to ensure effective communication.
- Perform basic technical troubleshooting and escalate complex incidents to Tier 2/3 teams.
- Maintain accurate documentation of all activities while meeting Service Level Agreements (SLAs).
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