This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Application Systems Admin based in the United States.
This is a remote IT operations role focused on keeping critical applications, accounts, and support services running reliably.
You will serve as a key Tier 2 escalation resource, helping resolve complex technical issues that go beyond first-line support.
The role combines application administration, incident management, access control, troubleshooting, and service restoration.
You will work closely with Help Desk leadership, operations managers, and technical teams in a fast-paced environment where responsiveness matters.
Your work will directly contribute to system availability, SLA performance, security, and a consistent user experience.
The position also supports bilingual English- and Spanish-language operations across Help Desk channels.
It is well suited to an IT professional who enjoys solving problems, improving processes, and supporting mission-critical services.
Accountabilities:
- Serve as the primary Tier 2 escalation point for Help Desk agents, providing advanced troubleshooting, technical guidance, and timely issue resolution.
- Triage incidents and coordinate Level 2 support activities with operations managers and technical teams to restore services efficiently and minimize disruption.
- Coordinate service restoration during application failures, system outages, authentication issues, and other operational incidents.
- Administer user accounts and access permissions across enterprise applications and authorized systems, including account creation, modification, deactivation, and access management.
- Manage soft and hard authentication tokens, including issuance, troubleshooting, replacement, inventory tracking, and compliance monitoring.
- Perform routine application and system administration tasks, maintain system logs, investigate technical issues, and implement corrective actions to maintain operational efficiency.
- Monitor SLA performance metrics, contribute to reporting activities, and identify opportunities to improve service quality and operational processes.
- Maintain accurate documentation of incidents, resolutions, system changes, and other technical activities through ticketing and service-management tools.
- Provide technical guidance and support for English- and Spanish-speaking users and Help Desk agents as needed.
- Apply security and access-management best practices, including user lifecycle management and role-based access controls.
- Support high-volume, high-availability operational environments while maintaining responsiveness, accuracy, and service continuity.
Requirements:
- Associate degree in Information Technology, Computer Science, Information Systems, or a related discipline, or an equivalent combination of education and professional experience.
- At least 2 years of experience in Help Desk, technical support, system administration, application support, or a related IT environment.
- Hands-on experience administering user accounts, access permissions, authentication, and security roles within enterprise applications or systems.
- Experience troubleshooting application access, authentication, account, and system-related incidents.
- Working knowledge of incident management, escalation procedures, service restoration, and operational support processes.
- Experience using ticketing systems and maintaining clear documentation of technical issues, resolutions, and system changes.
- Strong analytical, troubleshooting, and problem-solving abilities, with a practical approach to identifying root causes and implementing corrective actions.
- Ability to operate effectively in a fast-paced environment while meeting established Service Level Agreements (SLAs) and service-quality expectations.
- Strong written and verbal communication skills, with the ability to work effectively with both technical and non-technical stakeholders.
- Experience with AIMS, PAS, Access Request Tools, or comparable Identity and Access Management platforms is preferred.
- Experience with MFA, soft tokens, hard tokens, user lifecycle management, and role-based access controls is a plus.
- Familiarity with ITIL, IT Service Management (ITSM), outage management, service restoration, and SLA reporting is advantageous.
- Bilingual English/Spanish proficiency is preferred.
- Relevant certifications such as CompTIA A+, Network+, Security+, HDI, ITIL Foundation, or comparable credentials are valued.
Benefits:
- Competitive compensation package.
- Flexible work schedules designed to support work-life balance.
- Fully remote work environment for U.S.-based employees.
- Comprehensive employee benefits focused on health, well-being, and financial security.
- Training and professional development opportunities.
- Career growth opportunities within a collaborative and learning-oriented environment.
- Supportive workplace culture that encourages collaboration, curiosity, and employee engagement.
- Opportunity to contribute to meaningful technology initiatives supporting government services and mission-critical operations.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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