Job Description:
• Serve as the primary escalation point for Tier 1 Help Desk Agents, providing advanced troubleshooting, issue resolution, and technical guidance
• Perform incident triage and coordinate Level 2 support activities with the Operations Manager and technical teams
• Coordinate service restoration during system outages, application failures, and operational incidents
• Administer and maintain user accounts in AIMS, PAS, Access Request Tools, and other authorized systems
• Manage soft and hard token issuance, troubleshooting, replacement, inventory tracking, and compliance monitoring
• Monitor SLA performance metrics, support reporting, and service improvement initiatives
• Perform routine system administration, maintain system logs, troubleshoot application and system issues, and implement corrective actions
• Support bilingual English- and Spanish-language Help Desk operations
Requirements:
• Associate degree in Information Technology, Computer Science, Information Systems, or a related field; or equivalent combination of education and experience
• Minimum of two (2) years of experience in Help Desk, Technical Support, System Administration, Application Support, or a related IT support environment
• Bilingual (Spanish) conversational proficiency and customer service support
• Experience administering user accounts, access permissions, and security roles within enterprise applications and systems
• Experience troubleshooting application access issues, authentication problems, and user account-related incidents
• Knowledge of incident management, escalation procedures, and service restoration processes
• Experience working with ticketing systems and documenting technical issues, resolutions, and system changes
• Strong analytical, troubleshooting, and problem-solving skills
• Ability to work effectively in a fast-paced operational environment while meeting established SLAs
• Strong verbal and written communication skills with technical and non-technical users
• Preferred: experience with AIMS, PAS, Access Request Tools, or similar IAM platforms; high-volume/high-availability systems; MFA and token solutions; user lifecycle management; RBAC; information security; outage management; ITIL/ITSM; SLA reporting; relevant industry certifications
Benefits:
• Great benefits package
• Excellent training and career development opportunities
• Flexible work schedules
• Generous compensation package
• Environments where employees are encouraged to be themselves, collaborate, and be inquisitive
• Equal Opportunity Employer