Junior Help Desk Support Agent

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

📋 Description

• Provide Tier 1 front-line assistance to end users via phone, email, ticketing systems, and other authorized support channels.

• Execute account verification, password resets, account unlocks, and credential delivery in accordance with security protocols.

• Process and facilitate requests for soft and hard tokens, including activation, replacement, and issues related to authentication.

• Receive, document, triage, prioritize, and direct incidents, service requests, and inquiries to the appropriate support teams.

• Manage user accounts within AIMS, PAS, and other approved systems, including creation, modification, disabling, deletion, and access management.

• Provide bilingual customer support in English and Spanish during all Help Desk operational hours.

• Perform basic technical troubleshooting and analysis, escalating complex issues to Tier 2/3 support teams as necessary.

• Ensure compliance with SLAs, document support activities, and adhere to operational, technical, and program requirements under supervisory guidance.

• Assist programs, projects, and operational activities through analytical and technical tasks.

• Collaborate with engineers, system administrators, technicians, and management personnel as required.

⛳️ Requirements

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

• A minimum of two years of experience in Help Desk, Service Desk, Customer Support, or Technical Support roles.

• Experience in delivering end-user support through phone, email, ticketing systems, and other customer service channels.

• Proficiency in account administration tasks, including password resets, account unlocks, user verification, and access management.

• Basic understanding of troubleshooting methodologies, incident management, and ticket routing processes.

• Strong skills in customer service, communication, and problem-solving.

• Capacity to manage multiple tasks and prioritize workload in a fast-paced environment.

• Ability to accurately and professionally document incidents, service requests, and resolutions.

• Capability to work effectively under supervision and adhere to established processes, policies, and SLAs.

• Preferred experience with AIMS, PAS, or comparable identity and access management systems.

• Preferred experience in processing MFA, soft token, and hard token requests.

• Preferred bilingual proficiency in English and Spanish.

• Preferred experience supporting government, enterprise, or large-scale technical environments.

• Familiarity with ITSM tools and ticketing platforms.

• Knowledge of account lifecycle management, access controls, and best practices in information security.

• CompTIA A+, HDI SCA, or other customer/technical support certifications are preferred.

🏝️ Benefits

• Comprehensive benefits package.

• Outstanding training and career development opportunities.

• Flexible work schedules.

• Generous compensation package.

• Work environments that encourage employees to be themselves, collaborate, and cultivate curiosity.