Junior Help Desk Support Agent (Bilingual-Spanish)
Core
Provide Tier 1 front-line technical support and account management for federal government end users via phone, email, and ticketing systems.
Role type
Junior Help Desk Support Agent
Builds
IT support services for federal agencies
Domain
Federal Government IT Services
Deliverable
client delivery
Required skills
bilingual English and Spanish, account verification, password resets, token management, incident triage, user account administration, basic technical troubleshooting
Responsibilities
Provide Tier 1 front-line support to end users through phone, email, ticketing systems, and other approved support channels. Perform account verification, password resets, account unlocks, and credential delivery. Process and support soft and hard token requests, activation, replacement, and authentication-related issues. Receive, document, triage, prioritize, and route incidents, service requests, and inquiries. Administer user accounts within AIMS, PAS, and other authorized systems. Deliver bilingual (English and Spanish) customer support during all Help Desk operating hours. Conduct basic technical troubleshooting and escalate complex issues to Tier 2/3 support teams. Maintain compliance with Service Level Agreements (SLAs) and document support activities.
