Bilingual Application Systems Administrator - Tier 2 Support

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

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.