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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Junior Help Desk Support Agent - **Company:** Makpar Corporation - **Location:** United States (Remote available) - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Application Services, Cyber Security, Multi-Factor Authentication, Identity and Access Management, Issue Tracking Systems, Software Troubleshooting, Information Technology, User Accounts - **Published:** August 12, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=e96af27202d0d8bc ## About the Role The Help Desk provides English- and Spanish-speaking support agents during all operational hours to ensure uninterrupted bilingual assistance across all support channels, including phone, email, ticketing systems, and written correspondence., * Associate degree in Information Technology, Computer Science, Business Administration, or a related field; or equivalent combination of education and experience. * Minimum of two (2) years of Help Desk, Service Desk, Customer Support, or Technical Support experience. * Experience providing end-user support via phone, email, ticketing systems, and other customer service channels. * Experience performing account administration functions, including password resets, account unlocks, user verification, and access management. * Basic knowledge of troubleshooting methodologies, incident management, and ticket routing procedures. * Strong customer service, communication, and problem-solving skills. * Ability to manage multiple tasks and prioritize workload in a fast-paced environment. * Ability to document incidents, service requests, and resolutions accurately and professionally. * Ability to work effectively under supervision and follow established processes, policies, and Service Level Agreements (SLAs)., * Experience supporting identity and access management systems such as AIMS, PAS, or similar account administration platforms. * Experience processing multifactor authentication (MFA), soft token, and hard token requests. * Bilingual proficiency in English and Spanish. * Experience supporting government, enterprise, or large-scale technical environments. * Familiarity with IT Service Management (ITSM) tools and ticketing platforms. * Knowledge of account lifecycle management, access controls, and information security best practices. * CompTIA A+, HDI Support Center Analyst (SCA), or other customer support/technical support certifications. ## Description * 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 in accordance with established security procedures. * 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 to appropriate support teams. * Administer user accounts within AIMS, PAS, and other authorized systems, including account creation, modification, disabling, deletion, and access management. * Deliver bilingual (English and Spanish) customer support during all Help Desk operating hours, ensuring effective communication and resolution of user issues. * Conduct basic technical troubleshooting, provide technical analysis, and escalate complex issues to Application Systems Administrators, Engineering, or other Tier 2/3 support teams as needed. * Maintain compliance with Service Level Agreements (SLAs), document support activities, and support operational, technical, and program requirements under supervisory guidance. ## Related Videos - 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