Junior Help Desk Support Agent Bilingual-Spanish

About Our Client:The organization operates in the IT support services industry, focusing on providing bilingual technical assistance to clients. It addresses the challenge of delivering continuous, accessible support in both English and Spanish across multiple communication channels, ensuring effective customer service for diverse user groups. About the Opportunity:The JUNIOR HELP DESK SUPPORT AGENT BILINGUAL-SPANISH role is designed to deliver Tier 1 technical support to end users. This position is essential for maintaining smooth operations by resolving user issues, managing account access, and facilitating communication in both English and Spanish. The role supports the broader organization by ensuring timely and accurate handling of support requests, thus contributing to operational efficiency. Responsibilities:Provide front-line Tier 1 support via phone, email, and ticketing systems.Verify user accounts, perform password resets, unlock accounts, and manage credentials.Handle soft and hard token requests and authentication issues.Document, triage, prioritize, and route incidents and service requests appropriately.Administer user accounts in authorized systems, including creation, modification, and access management.Deliver bilingual customer support throughout Help Desk operational hours.Conduct basic technical troubleshooting; escalate complex issues to higher support tiers.Comply with Service Level Agreements and document support activities. Requirements:Associate degree in IT, Computer Science, Business Administration, or equivalent experience.Minimum two years of Help Desk, Service Desk, Customer Support, or Technical Support experience.Conversational bilingual proficiency in Spanish.Experience supporting end users via phone, email, and ticketing systems.Skilled in account administration tasks such as password resets and access management.Basic knowledge of troubleshooting, incident management, and ticket routing.Strong communication, customer service, and problem-solving skills.Ability to manage multiple tasks and prioritize in a fast-paced environment.Accurate documentation skills.Ability to work under supervision and adhere to established procedures and SLAs.US Citizenship or Legal Permanent Residency required for security clearance. Preferred Qualifications:Experience with identity and access management systems (AIMS, PAS, or similar).Familiarity with multifactor authentication processes.Experience in government, enterprise, or large-scale technical environments.Knowledge of ITSM tools and ticketing platforms.Understanding of account lifecycle management and information security practices.Relevant certifications such as CompTIA A+ or HDI Support Center Analyst. Pay Range and Compensation Package:The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Benefits & Perks:401(k)Dental insuranceHealth insurancePaid time offVision insurance Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.