Application Systems Admin – Bilingual, Spanish
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Job Description
Application Systems Administrator providing bilingual Spanish-English Tier 2 support for enterprise applications. Managing accounts, access, incidents, tokens, and service restoration for iQuasar LLC.
Responsibilities:
- Serve as the primary escalation point for Tier 1 Help Desk Agents, providing advanced troubleshooting, issue resolution, and technical guidance
- Perform incident triage and coordinate Level 2 support activities with the Operations Manager and technical teams
- Coordinate service restoration during system outages, application failures, and other operational incidents
- Administer and maintain user accounts in AIMS, PAS, Access Request Tools, and other authorized systems, including creation, modification, deactivation, and access management
- Oversee soft and hard token management, including issuance, troubleshooting, replacement, inventory tracking, and compliance monitoring
- Monitor SLA performance metrics, support reporting activities, and assist with service improvement initiatives
- Perform routine system administration tasks, maintain system logs, troubleshoot application and system issues, and implement corrective actions
- Support bilingual Help Desk operations for English- and Spanish-speaking users and agents
Requirements:
- Associate degree in Information Technology, Computer Science, Information Systems, or a related field; or equivalent combination of education and experience
- Minimum of four (4) years of experience in Help Desk, Technical Support, System Administration, Application Support, or a related IT support environment
- Bilingual (Spanish) conversational proficiency and customer service support
- Experience administering user accounts, access permissions, and security roles within enterprise applications and systems
- 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 work effectively in a fast-paced operational environment while meeting established Service Level Agreements (SLAs)
- Strong verbal and written communication skills with the ability to interact effectively with technical and non-technical users
- Candidates must be a US Citizen or a Legal Permanent Resident to obtain the required security clearance for this role
- Preferred: Experience administering AIMS, PAS, Access Request Tools, or similar Identity and Access Management (IAM) platforms
- Preferred: Experience supporting high-volume, high-availability systems and operational environments
- Preferred: Experience managing multifactor authentication (MFA), soft tokens, and hard token solutions
- Preferred: Knowledge of user lifecycle management, role-based access controls, and information security best practices
- Preferred: Experience supporting outage management, service restoration, and operational incident response activities
- Preferred: Bilingual proficiency in English and Spanish
- Preferred: Familiarity with ITIL principles, IT Service Management (ITSM) processes, and SLA performance reporting
- Preferred: Relevant industry certifications such as CompTIA A+, Network+, Security+, HDI, ITIL Foundation, or comparable certifications
Benefits:
- Support for military spouses, veterans, and inclusive hiring practices through MSEP and V3 program partnerships
- Equal Opportunity Employer
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