Bilingual App Systems Admin (Tier 2) – Incident

Makpar; United States; On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Flexible schedules

Career development opportunities

Job summary

Makpar is seeking an Applications Systems Administrator to join our Federal government-focused team in the United States. You will serve as the Tier 2 escalation contact for the Help Desk, managing user accounts, access permissions, and incident response to maintain high availability across critical systems.

Proficiency in English and Spanish supports multilingual operations. The role requires an associate degree plus at least two years in IT support or system administration, with experience in

Qualifications

• Associate degree or equivalent in IT or related field.
• Minimum 2 years in Help Desk, technical support, system administration, or related IT support environment.

Responsibilities

• Serve as the primary escalation point for Tier 1 Help Desk Agents, providing advanced troubleshooting and guidance.
• Coordinate Level 2 support with Operations Manager and technical teams to resolve disruptions.
• Coordinate service restoration during system outages and application failures.
• Administer and maintain user accounts in enterprise systems (AIMS, PAS, Access Request Tools).
• Oversee MFA, token management, and access control processes.
• Monitor SLA performance and assist with service improvement initiatives.
• Support bilingual Help Desk operations for English and Spanish users and agents.

Skills

Spanish bilingual communication

Customer service

Analytical troubleshooting

Strong written/verbal communication

ITIL ITSM familiarity

Ability to interact with non-technical

Education

Associate degree or equivalent

Tools

AIMS

PAS

Access Request Tools

IAM platforms

Job description

Makpar is seeking an Applications Systems Administrator to join our Federal government-focused team in the United States. You will serve as the Tier 2 escalation contact for the Help Desk, managing user accounts, access permissions, and incident response to maintain high availability across critical systems.

Proficiency in English and Spanish supports multilingual operations. The role requires an associate degree plus at least two years in IT support or system administration, with experience in