The Application Systems Administrator serves as the primary Tier 2 support resource for the Help Desk and is responsible for administering user accounts, managing application access, coordinating incident response activities, and maintaining the operational health of critical systems and applications. This position acts as an escalation point for bilingual Spanish-speaking Tier 1 Help Desk Agents and works closely with Help Desk Management, Operations Managers, and technical teams to ensure timely service restoration, issue resolution, and compliance with established service levels.
The Application Systems Administrator performs routine system administration activities, maintains system efficiency, troubleshoots application and account-related issues, and implements corrective actions to support a high-availability operational environment. The position also supports English and Spanish-language operations to ensure seamless service delivery across all Help Desk channels.
Role 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 other technical teams to ensure timely resolution of service disruptions.
Coordinate service restoration activities during system outages, application failures, and other operational incidents.
Administer and maintain user accounts within AIMS, PAS, Access Request Tools, and other authorized systems, including account creation, modification, deactivation, and access management.
Oversee soft and hard token management processes, including issuance, troubleshooting, replacement, inventory tracking, and compliance monitoring.
Monitor Service Level Agreement (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 to maintain operational efficiency.
Support bilingual Help Desk operations by providing technical guidance and assistance for English- and Spanish-speaking users and agents as needed.
Required Qualifications:
Associate degree in Information Technology, Computer Science, Information Systems, or a related field; or equivalent combination of education and experience.
Minimum of two (2) 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.
Additional Qualifications (Optional or Preferred):
Experience administering AIMS, PAS, Access Request Tools, or similar Identity and Access Management (IAM) platforms.
Experience supporting high-volume, high-availability systems and operational environments.
Experience managing multifactor authentication (MFA), soft tokens, and hard token solutions.
Knowledge of user lifecycle management, role-based access controls, and information security best practices.
Experience supporting outage management, service restoration, and operational incident response activities.
Bilingual proficiency in English and Spanish.
Familiarity with ITIL principles, IT Service Management (ITSM) processes, and SLA performance reporting.
Relevant industry certifications such as CompTIA A+, Network+, Security+, HDI, ITIL Foundation, or comparable certifications.
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