Junior Help Desk Support Agent BilingualSpanish

IQUASAR LLC; Sterling (VA); Remote; USD 42,000 - 68,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

iQuasar LLC is seeking a Junior Help Desk Support Agent (Bilingual-Spanish) to join our growing team. The role provides English- and Spanish-speaking support across phone, email, and ticketing systems to ensure uninterrupted bilingual assistance.

The position is full-time and remote, with an emphasis on security-conscious account management, password handling, and responsive customer service in a fast-paced environment.

Qualifications

• Associate degree in IT, CS, or related field or equivalent.
• Minimum 2 years in Help Desk or similar.
• Spanish-English bilingual required.
• Experience supporting via phone, email, and ticketing systems.
• Experience with account administration and access management.
• Strong problem-solving and customer service skills.
• Ability to prioritize tasks in fast-paced environment.
• US Citizenship or Legal Permanent Resident for security clearance.

Responsibilities

• Provide Tier 1 front-line support via phone, email, and ticketing systems.
• Verify accounts, reset passwords, unlock accounts, and deliver credentials.
• Handle token requests and authentication issues.
• Receive, triage, prioritize incidents and service requests.
• Manage user accounts in AIMS, PAS and other systems.
• Deliver bilingual support during all Help Desk hours.
• Troubleshoot, analyze, and escalate complex issues.
• Document activities and adhere to SLAs.

Skills

Bilingual-Spanish

Customer service

Phone/email support

Multitasking

Documentation

Education

Associate degree or equivalent

Tools

ITSM tools

Job description

Benefits:

401(k)

Dental insurance

Health insurance

Paid time off

Vision insurance

iQuasar LLC has an exciting opportunity for a Junior Help Desk Support Agent (Bilingual-Spanish) to join our growing team. 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.

We are seeking a Junior Help Desk Support Agent Bilingual-Spanish for a contract position.

Position: Junior Help Desk Support Agent Bilingual-Spanish

Position Type: Full-time-Remote

Role Specific Duties/ Role Responsibilities:

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 elevate 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.

Required Qualifications:

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.

Bilingual (Spanish) conversational proficiency and customer service support.

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).

Candidates must be a US Citizen or a Legal Permanent Resident to obtain the required security clearance for this role.

Preferred Qualification:

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.

iQuasar LLC is a proud partner of the Military Spouse Employment Partnership (MSEP) and the Virginia Values Veterans (V3) Program, reflecting our strong commitment to supporting military spouses, veterans, and inclusive hiring practices. We are an Equal Opportunity Employer and do not discriminate based on race, religion, color, national origin, political affiliation, sex, sexual orientation, gender identity, age, marital/parental/veteran status, disability, genetic information, membership in an employee organization, retaliation, military service, non-merit factors, or any other characteristics protected by applicable law.

This is a remote position.