Help Desk Support Agent – Mid

🕒 August 24

🇺🇸 United States – Remote

💵 $66k - $92k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 33%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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PingWind Inc. (SDVOSB)

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

PingWind Inc. is an SBA certified Service Disabled Veteran Owned Small Business (SDVOSB) that specializes in providing mission-critical services for Federal Government partners. The company's core capabilities include cybersecurity and information assurance, IT infrastructure optimization and management of cloud-based platforms, and supply chain and management consulting. By utilizing leading-edge technology and best practices, PingWind helps clients secure information, modernize systems, and optimize performance to achieve maximum efficiency. Based in Annandale, VA, PingWind supports more than 250 employees across 37 states.

📋 Description

• Respond to inbound calls and written inquiries from FSA internal and external users • Support account lookup by mobile phone, email address, or PII; password resets; account unlocks; and verification-code delivery • Provide Tier 2 IAM help desk support across PAS and AIMS platforms • Troubleshoot incidents and problems for integrated FSA applications and services with FSA and FSA Data Center teams • Analyze and troubleshoot IAM solution issues, engaging SMEs and vendors as needed • Provide Tier 2 support through warm/soft handoffs from FSA Tier 1 Help Desk teams • Develop and share troubleshooting guidelines with Tier 1 Help Desk teams and FSA Data Center staff • Administer automated customer satisfaction surveys and maintain a CSAT rating of 85% or better • Resolve IDAR and ID Verification cases within three business days of receiving required documentation • Respond to email inquiries within two business days • Facilitate IAM Help Desk handoffs for critical account identifier updates • Support updates to user phone numbers and email addresses, including account revalidation workflows • Support specified CSR helpdesks with AIMS account lookups and password resets • Maintain inbound and outbound call counts and provide weekly help desk statistics via IAM SharePoint • Track and report call categorization data for FSA program reporting • Participate in recorded-call quality monitoring with a 2% review rate

🎯 Requirements

• Public Trust clearance • Associate's Degree • 4 years of experience • Experience in federal help desk operations • Experience with user account management and identity verification support • Experience supporting account access, authentication, and identity recovery issues • Knowledge of PAS and AIMS platforms, including PAS Identity Account Recovery (IDAR), ID Verification Help Desk, and AIMS Two-Factor Authentication (TFA) Help Desk services • Ability to troubleshoot IAM solution issues and coordinate with SMEs and vendors • Ability to meet service-level targets, including 97% live answer rate, less than 3% call abandonment rate, and ASA within 60 seconds • Ability to resolve IDAR and ID Verification cases within three business days after receiving required documentation • Ability to respond to email inquiries within two business days • Ability to validate and verify identities and maintain supporting documentation • Ability to maintain accurate call statistics and categorization data • Ability to participate in quality monitoring activities

🏖️ Benefits

• Eleven Federal Holidays • Paid Time Off accrued each pay period • Parental Leave • Three medical plan choices with generous employer contribution • Dental and Vision Insurance • Company paid Short-Term and Long-Term Disability • Company paid Life and AD&D Insurance • 401k with competitive matching and vesting schedule • Continuing education assistance • Medical, Dependent Care and Commuter Flexible Spending Accounts • Employee Assistance Program • Wellness benefits including Calm Health app and WellHub gym subsidy • 529 College Savings Plan • Legal Insurance • Pet Insurance