Help Desk Support Agent - Mid
$66k - $92k/yr
Mid
Associate's
Remote in USA
Remote
IT OperationsIT Service Desk & End User Support
About the job
Requirements
- An Associate's Degree is required.
- Four years of experience are required.
- Public Trust clearance is required.
- Experience in federal help desk operations, user account management, and identity verification support is required.
- Ability to provide Tier 2 identity and access management help desk support in a high-volume service environment is required.
- Ability to support PAS and AIMS platforms, including PAS Identity Account Recovery, ID Verification Help Desk, and AIMS Two-Factor Authentication Help Desk services, is required.
- Ability to troubleshoot IAM solution issues and coordinate with subject matter experts and vendors is required.
- Ability to validate user identity and securely handle supporting documentation is required.
Responsibilities
- Respond to inbound calls and written inquiries from FSA internal and external users experiencing account access, authentication, and identity management issues.
- Support users with access to authorized accounts and systems, including account lookup by mobile phone, email address, or personally identifiable information; password resets; account unlocks; and delivery of verification codes.
- Provide Tier 2 help desk support across PAS and AIMS platforms, including PAS Identity Account Recovery, ID Verification Help Desk, and AIMS Two-Factor Authentication Help Desk services.
- Deliver help desk support for integrated FSA applications and services, troubleshooting incidents and problems in coordination with FSA and FSA Data Center teams.
- Perform analysis and troubleshooting of IAM solution issues, engaging relevant subject matter experts and vendors as needed to drive resolution.
- Support warm or soft handoffs from FSA Tier 1 Help Desk teams by providing next-level Tier 2 support for issues that cannot be resolved quickly at Tier 1.
- Develop and share written troubleshooting guidelines with FSA Tier 1 Help Desk teams and FSA Data Center staff to improve first-contact resolution and reduce erroneous escalations.
- Administer automated customer satisfaction surveys following Tier 2 interactions and maintain a customer satisfaction rating of 85% or better.
- Meet or exceed service-level targets, including a live answer rate of at least 97%, a call abandonment rate below 3%, and an average speed of answer within 60 seconds.
- Resolve all Identity Account Recovery and ID Verification cases within three business days of receiving required customer documentation.
- Respond to email inquiries within two business days of initial receipt.
- Facilitate handoffs to the IAM Help Desk for users requiring updates to critical account identifiers, ensuring identity is validated and verified before updates and supporting documentation is properly stored.
- Support updates to user phone numbers and email addresses, including triggering account revalidation workflows and maintaining documentation.
- Support Partner Participation Oversight, Business Process Operations, DCC, COD Web, and NSLDS CSR Help Desks with AIMS user account lookups and password resets.
- Maintain accurate counts of inbound and outbound calls and provide weekly help desk statistics to FSA via IAM SharePoint.
- Track and report call categorization data by major topic and sub-topic for FSA program reporting.
- Participate in quality monitoring activities, including the recording of all help desk calls and a 2% quality monitoring review.
About the company
PingWind is a service provider that combines cybersecurity, information technology, and supply chain services to help clients secure information, modernize systems, and optimize performance. It offers services rather than a single product, applying its CVE certification to security work. The company’s solutions work by assessing and protecting information systems, upgrading and integrating IT infrastructure, and improving supply chain resilience, with a focus on reducing risk and increasing efficiency. PingWind differentiates itself through its SDVOSB and HUBZone certifications, signaling veteran-owned status and eligibility for government contracts, along with a specialized blend of cybersecurity, IT, and supply chain expertise. The company’s goal is to help clients secure information, modernize their technology environments, and optimize operational performance.
Company Size
51-200
Company Stage
N/A
Total Funding
N/A
Headquarters
Washington DC, District of Columbia
Founded
2012
Get referred to PingWind
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Simplify's Take
What believers are saying
- On June 9, 2026, PingWind became a prime on VA's $22.3B T4NG.
- CVPS II won a $73.3M Education Department One IAMS award on April 16, 2026.
- PingWind's 2026 news adds MDA SHIELD, INSCOM, ARISS, and AHRQ contract wins.
What critics are saying
- PrimeRFP shows one $2.9M PingWind contract expires September 14, 2026.
- PingWind reports only $15.3M across five actions, leaving revenue concentrated.
- If VA T4NG2 or Polaris awards slip, PingWind loses its core federal growth engine.
What makes PingWind unique
- PingWind is SDVOSB and HUBZone certified, positioning it for set-aside federal work.
- Its 2026 contract slate spans VA T4NG2, GSA Polaris, SEWP VI, and ITES-3S.
- The company pairs cybersecurity, IT modernization, and supply-chain services for mission agencies.
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Benefits
- Paid Federal Holidays
- Health Insurance
- Dental Insurance
- 401(k) Company Match
- Paid Vacation
- Paid Sick Leave
- Continuing education assistance
- Short Term / Long Term Disability & Life Insurance
- Employee Assistance Program