Application Systems Admin – Bilingual, Spanish

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main escalation point for Tier 1 Help Desk Agents, delivering advanced troubleshooting, issue resolution, and technical support.

• Conduct incident triage and facilitate Level 2 support activities in collaboration with the Operations Manager and technical teams.

• Coordinate service restoration efforts during system outages, application failures, and other operational incidents.

• Manage and maintain user accounts in AIMS, PAS, Access Request Tools, and other authorized systems, including the creation, modification, deactivation, and access management.

• Supervise both soft and hard token management, which encompasses issuance, troubleshooting, replacement, inventory tracking, and compliance monitoring.

• Track SLA performance metrics, aid in reporting activities, and contribute to service improvement initiatives.

• Carry out routine system administration tasks, maintain system logs, troubleshoot application and system issues, and implement corrective measures.

• Provide support for bilingual Help Desk operations catering to English- and Spanish-speaking users and agents.

⛳️ Requirements

• Associate degree in Information Technology, Computer Science, Information Systems, or a related field; or an equivalent combination of education and experience.

• A minimum of four (4) years of experience in Help Desk, Technical Support, System Administration, Application Support, or a similar IT support environment.

• Conversational proficiency in bilingual (Spanish) customer service support.

• Proven experience in administering user accounts, access permissions, and security roles within enterprise applications and systems.

• Experience in troubleshooting application access issues, authentication problems, and user account-related incidents.

• Understanding of incident management, escalation procedures, and service restoration processes.

• Familiarity with ticketing systems and documenting technical issues, resolutions, and system changes.

• Strong analytical, troubleshooting, and problem-solving capabilities.

• Ability to perform effectively in a fast-paced operational environment while adhering to established Service Level Agreements (SLAs).

• Excellent verbal and written communication skills, with the ability to engage effectively with both technical and non-technical users.

• Candidates must be a US Citizen or a Legal Permanent Resident to secure the necessary security clearance for this role.

• Preferred: Experience in administering AIMS, PAS, Access Request Tools, or similar Identity and Access Management (IAM) platforms.

• Preferred: Experience supporting high-volume, high-availability systems and operational environments.

• Preferred: Experience managing multifactor authentication (MFA), soft tokens, and hard token solutions.

• Preferred: Knowledge of user lifecycle management, role-based access controls, and information security best practices.

• Preferred: Experience in supporting outage management, service restoration, and operational incident response activities.

• Preferred: Bilingual proficiency in both English and Spanish.

• Preferred: Familiarity with ITIL principles, IT Service Management (ITSM) processes, and SLA performance reporting.

• Preferred: Relevant industry certifications such as CompTIA A+, Network+, Security+, HDI, ITIL Foundation, or similar certifications.

🏝️ Benefits

• Support for military spouses, veterans, and inclusive hiring practices through MSEP and V3 program partnerships.

• Equal Opportunity Employer.