Application Systems Admin (Bilingual-Spanish)

Makpar; Northern (KY); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive benefits

Flexible schedules

Career development

Equal Opportunity Employer

Job summary

Makpar is seeking an Application Systems Administrator to act as the Tier 2 escalation point for the Help Desk. You will manage user accounts, access permissions, and token management while coordinating incident response with cross-functional teams.

Responsibilities include administering AIMS, PAS, and Access Request Tools, supporting bilingual English/Spanish Help Desk operations, and ensuring SLA commitments are met in a fast-paced federal contractor environment.

Qualifications

• Ideal candidate holds an Associate degree in IT or related field or equivalent combination of education and experience.
• Minimum of two years in Help Desk, Technical Support, System Administration, or related IT support role.
• Bilingual Spanish conversational proficiency and customer service support.
• Experience administering user accounts, access permissions, and security roles within enterprise applications.
• Experience troubleshooting application access issues, authentication problems, and user account-related incidents.
• Knowledge of incident management, escalation procedures, and service restoration processes.
• Experience working with ticketing systems and documenting technical issues, resolutions, and system changes.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to perform effectively in a fast-paced environment while meeting SLAs.

Responsibilities

• Serve as the primary escalation point for Tier 1 Help Desk Agents, providing advanced troubleshooting and guidance.
• Coordinate Level 2 support activities with Operations Manager and other teams to ensure timely resolution.
• Coordinate service restoration during outages and incidents.
• Administer and maintain user accounts within AIMS, PAS, Access Request Tools, and other systems.
• Oversee MFA/token management, inventory tracking, and compliance monitoring.
• Monitor SLA performance metrics and assist with service improvement initiatives.
• Perform routine system administration tasks and maintain logs.
• Support bilingual Help Desk operations for English- and Spanish-speaking users.

Skills

Bilingual Spanish

Help Desk Support

System Administration

Account Management

Incident Management

Troubleshooting

Customer Service

Education

Associate degree in IT

Equivalent education/experience

Tools

AIMS

PAS

Access Request Tools

Ticketing System (e.g., ServiceNow)

Job description

Who we are:

Makpar is a comprehensive professional and technical solutions provider for the Federal government. We combine functional and technical expertise in cloud engineering, data management, cybersecurity and emerging technologies to deliver mission success. We build the right IT solution for government clients by partnering with them to understand their WHAT, WHY, and HOW. Using our signature consulting methodology that we call “The Makpar Way,” we help agencies navigate the ongoing changes in the Federal technology landscape. We succeed where others fail because of our connected and engaged workforce are dedicated to delivering success for our clients and the American people.

Our Mission: We solve complex problems for the Federal government to accelerate access to citizen services.

When it comes to excellence, we deliver. Learn more about our employer brand at makpar.com/careers.

About the position:

The Application Systems Administrator serves as the primary Tier 2 support resource for the Help Desk and is responsible for administering user accounts, managing application access, coordinating incident response activities, and maintaining the operational health of critical systems and applications. This position acts as an escalation point for bilingual Spanish-speaking Tier 1 Help Desk Agents and works closely with Help Desk Management, Operations Managers, and technical teams to ensure timely service restoration, issue resolution, and compliance with established service levels.

The Application Systems Administrator performs routine system administration activities, maintains system efficiency, troubleshoots application and account-related issues, and implements corrective actions to support a high-availability operational environment. The position also supports English and Spanish-language operations to ensure seamless service delivery across all Help Desk channels.

Role Responsibilities:

• Serve as the primary escalation point for Tier 1 Help Desk Agents, providing advanced troubleshooting, issue resolution, and technical guidance.

• Perform incident triage and coordinate Level 2 support activities with the Operations Manager and other technical teams to ensure timely resolution of service disruptions.

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

• Administer and maintain user accounts within AIMS, PAS, Access Request Tools, and other authorized systems, including account creation, modification, deactivation, and access management.

• Oversee soft and hard token management processes, including issuance, troubleshooting, replacement, inventory tracking, and compliance monitoring.

• Monitor Service Level Agreement (SLA) performance metrics, support reporting activities, and assist with service improvement initiatives.

• Perform routine system administration tasks, maintain system logs, troubleshoot application and system issues, and implement corrective actions to maintain operational efficiency.

• Support bilingual Help Desk operations by providing technical guidance and assistance for English- and Spanish-speaking users and agents as needed.

Required Qualifications:

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

• Minimum of two (2) years of experience in Help Desk, Technical Support, System Administration, Application Support, or a related IT support environment.

• Bilingual (Spanish) conversational proficiency and customer service support.

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

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

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

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

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

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

• Strong verbal and written communication skills with the ability to interact effectively with technical and non-technical users.

Additional Qualifications (Optional or Preferred):

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

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

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

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

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

• Bilingual proficiency in English and Spanish.

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

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

Benefits:

At Makpar Corporation we understand that we all need to balance work and life – that is why we have a great benefits package, excellent training and career development opportunities, flexible work schedules along with a generous compensation package. At Makpar, we believe in keeping our employees happy, healthy and engaged. We pride ourselves in providing outstanding benefits, creating environments where employees are encouraged to be themselves, collaborate, and be inquisitive in order to achieve goals.

Start your career today and be a part of something meaningful!

Makpar is an Equal Opportunity Employer.