Help Desk Support Agent – Mid

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $66k - $92k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 11%

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

• Provide Tier 2 identity and access management help desk support for the Federal Student Aid program • Respond to inbound calls and written inquiries about account access, authentication, and identity management issues • Perform account lookups, password resets, account unlocks, and verification-code delivery • Support PAS and AIMS platforms and associated identity recovery and verification help desk services • Troubleshoot integrated FSA application incidents and IAM solution problems with FSA, FSA Data Center teams, SMEs, and vendors • Receive warm/soft handoffs from Tier 1 help desk teams and provide next-level support • Develop and share troubleshooting guidelines to improve first-contact resolution • Administer customer satisfaction surveys and maintain required CSAT performance • Resolve IDAR and ID Verification cases within three business days and email inquiries within two business days • Facilitate IAM Help Desk handoffs and support updates to critical account identifiers, phone numbers, and email addresses • Support designated FSA helpdesks with AIMS account lookups and password resets • Maintain 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 reviews

🎯 Requirements

• Public Trust clearance • Associate's Degree • 4 years of experience • Experience in federal help desk operations, user account management, and identity verification support • Ability to provide Tier 2 identity and access management help desk support • 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 integrated FSA applications • Ability to validate and verify identities and properly store supporting documentation • Ability to meet service level targets, including 85% or better CSAT, live answer rate of at least 97%, abandonment rate below 3%, and ASA within 60 seconds • Veterans are encouraged to apply

🏖️ 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 include Calm Health app and WellHub gym subsidy (formerly GymPass) • 529 College Savings Plan • Legal Insurance • Pet Insurance