Application Systems Admin, Bilingual – Spanish

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

📋 Description

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

• Conduct incident triage and coordinate Level 2 support efforts alongside the Operations Manager and technical teams.

• Manage service restoration processes during system outages, application failures, and operational incidents.

• Oversee and maintain user accounts in AIMS, PAS, Access Request Tools, and other authorized systems.

• Handle the issuance of soft and hard tokens, including troubleshooting, replacement, inventory tracking, and compliance monitoring.

• Track SLA performance metrics, assist with reporting, and drive service improvement initiatives.

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

• Provide support for bilingual Help Desk operations in both English and Spanish.

⛳️ Requirements

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

• At least two (2) years of experience in Help Desk, Technical Support, System Administration, Application Support, or a similar IT support setting.

• Bilingual (Spanish) conversational proficiency along with customer service capabilities.

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

• Proven experience troubleshooting application access issues, authentication concerns, and user account-related incidents.

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

• Familiarity with ticketing systems and documenting technical issues, solutions, and system modifications.

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

• Capability to perform effectively in a fast-paced operational environment while adhering to established SLAs.

• Excellent verbal and written communication skills when interacting with both technical and non-technical users.

• Preferred: experience with AIMS, PAS, Access Request Tools, or similar IAM platforms; familiarity with high-volume/high-availability systems; knowledge of MFA and token solutions; user lifecycle management; RBAC; information security; outage management; ITIL/ITSM; SLA reporting; relevant industry certifications.

🏝️ Benefits

• Comprehensive benefits package.

• Outstanding training and career advancement opportunities.

• Flexible work schedules.

• Competitive compensation package.

• Work environments that promote individuality, collaboration, and curiosity.

• Equal Opportunity Employer.