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Help Desk Support Agent (Mid)

3 weeks, 4 days ago
Anywhere
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
Cybersecurity
Apply Now
Pingwind

Pingwind

Pingwind specializes in providing cybersecurity, information technology, and supply chain services to assist clients in securing their information, modernizing their systems, and optimizing performance.

Internet Software & Services
51-250
Founded 2012
View All Jobs 31

Description

  • Respond to inbound calls and written inquiries regarding account access, authentication, and identity management.
  • Perform account lookups, password resets, account unlocks, verification-code delivery, and identity recovery support.
  • Provide Tier 2 support across PAS, AIMS, IDAR, ID Verification, and TFA Help Desk services.
  • Troubleshoot IAM and integrated FSA application issues with FSA teams, SMEs, and vendors.
  • Support warm handoffs from Tier 1 help desks and facilitate escalations requiring IAM assistance.
  • Validate identities and maintain documentation for account identifier, phone number, and email updates.
  • Develop troubleshooting guidance for Tier 1 help desk and data center staff.
  • Meet service targets, including 97% live answer rate, under 3% abandonment, and ASA within 60 seconds.
  • Track calls, case categories, CSAT surveys, and weekly help desk performance statistics.
  • Participate in call quality monitoring and resolve IDAR and identity verification cases within three business days.

Requirements

  • Associate’s degree.
  • At least 4 years of relevant experience.
  • Public Trust clearance required.
  • Experience with federal help desk operations and high-volume service environments.
  • Experience supporting user account management, identity verification, and access recovery.
  • Experience with IAM platforms, PAS, AIMS, password resets, and multi-factor authentication.
  • Ability to troubleshoot incidents and coordinate with technical SMEs, vendors, and data center teams.
  • Ability to meet a CSAT rating of at least 85% and defined response and resolution targets.
  • Strong written and verbal communication, documentation, and reporting skills.

Benefits

  • Remote work location.
  • Salary range of $66,000–$92,000.
  • Eleven federal holidays and accrued paid time off.
  • Parental leave.
  • Medical, dental, and vision insurance with employer medical contributions.
  • 401(k) with competitive matching and vesting schedule.
  • Company-paid disability, life, and AD&D insurance.
  • Continuing education assistance, wellness benefits, employee assistance program, and flexible spending accounts.

Interested in this position?

Apply directly on the company website

Apply Now

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