Junior Help Desk Support Agent

About the position:

Makpar has an exciting opportunity for a 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.

• 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.
• 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.
• Experience providing end-user support via phone, email, ticketing systems, and other customer service channels.