Junior Help Desk Support Agent

Vaga não está no LinkedIn

🕒 Agosto 12

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟢 Júnior

💻 Suporte de TI

👻 Score fantasma 18%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Makpar Corporation

SiteLinkedInTodas as Vagas

51 - 200 funcionários

💼 Consultoria

🏥 Saúde

📦 Logística

Consulting • Healthcare • Logistics

A Makpar Corporation é uma contratada experiente, voltada para soluções, focada na modernização da infraestrutura de TI para o governo federal. Eles são especializados em gestão de identidade, credenciais e acesso, cibersegurança, gerenciamento de projetos de TI, transformação ágil, DevSecOps, migração para a nuvem e TI para a saúde, entre outros serviços. A Makpar está comprometida em fornecer soluções inovadoras por meio de seu laboratório interno de pesquisa e desenvolvimento, frequentemente colaborando com agências federais para resolver questões estratégicas. Sua abordagem abrangente inclui o uso de tecnologias como AWS, IA/ML, SAFe Agile e automação CI/CD.

Descrição

• 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 according to 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 in AIMS, PAS, and other authorized systems, including creation, modification, disabling, deletion, and access management • Deliver bilingual English and Spanish customer support during all Help Desk operating hours • Conduct basic technical troubleshooting and technical analysis, escalating complex issues to Tier 2/3 support teams as needed • Maintain compliance with SLAs, document support activities, and support operational, technical, and program requirements under supervisory guidance • Support programs, projects, and operational activities through analytical and technical tasks • Work with engineers, system administrators, technicians, and management personnel as required

🎯 Requisitos

• Associate degree in Information Technology, Computer Science, Business Administration, or a related field; or equivalent combination of education and experience • Minimum of two years of Help Desk, Service Desk, Customer Support, or Technical Support experience • Experience providing end-user support via phone, email, ticketing systems, and other customer service channels • Experience performing account administration, 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 SLAs • Preferred experience with AIMS, PAS, or similar identity and access management systems • Preferred experience processing MFA, soft token, and hard token requests • Preferred bilingual proficiency in English and Spanish • Preferred experience supporting government, enterprise, or large-scale technical environments • Familiarity with ITSM tools and ticketing platforms • Knowledge of account lifecycle management, access controls, and information security best practices • CompTIA A+, HDI SCA, or other customer/technical support certifications are preferred

🏖️ Benefícios

• Great benefits package • Excellent training and career development opportunities • Flexible work schedules • Generous compensation package • Environments where employees are encouraged to be themselves, collaborate, and be inquisitive