Bilingual Help Desk Agent - Spanish/English (Tier 1)

Makpar; Northern (KY); Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Benefits package

Career development opportunities

Job summary

Makpar is seeking a bilingual Spanish-speaking Junior Help Desk Support Agent to join our Tier 1 team. You will be the first point of contact for end users needing technical assistance, handling account support, password resets, and access management tasks across English and Spanish channels.

You will provide front-line support through phone, email, and ticketing systems, document incidents, and escalate complex issues to Tier 2/3 as needed.

Qualifications

• Associate degree in information technology, computer science, business administration, or related field, or equivalent experience.
• Minimum two years in help desk, service desk, or technical support.
• Bilingual Spanish proficiency for customer support.
• Experience supporting users via phone, email, and ticketing systems.
• Experience with account administration and access management.
• Good troubleshooting, incident handling, and SLA adherence.
• Strong communication and ability to prioritize in a fast-paced environment.

Responsibilities

• Provide Tier 1 front-line support via phone, email, and ticketing systems.
• Verify accounts, reset passwords, unlock accounts, and deliver credentials per security procedures.
• Process MFA and token requests, activation and replacement tasks.
• Receive, triage, prioritize, and route incidents to appropriate teams.
• Manage user accounts in AIMS, PAS, and other systems, including access control.
• Deliver bilingual English/Spanish support during all Help Desk hours.
• Perform basic technical troubleshooting and escalate complex issues as needed.
• Maintain SLAs, document activities, and support program requirements under supervision.

Skills

Customer service

Communication

Problem solving

Bilingual Spanish

Multitasking

Team collaboration

Education

Associate degree in IT/CS/Business Admin

Tools

Ticketing systems

Identity and access management (AIMS/PAS)

ITSM tools

Job description

Makpar is seeking a bilingual Spanish-speaking Junior Help Desk Support Agent to join our Tier 1 team. You will be the first point of contact for end users needing technical assistance, handling account support, password resets, and access management tasks across English and Spanish channels.

You will provide front-line support through phone, email, and ticketing systems, document incidents, and escalate complex issues to Tier 2/3 as needed.