Remote IAM Help Desk Specialist (Mid-Level)

PingWind; United States; On-site; USD 66,000 - 92,000; Full time

Benefits offered by this job

Eleven Federal Holidays

Paid Time Off

Parental Leave

Medical plan options

Job summary

PingWind is seeking a Mid-Level Help Desk Support Agent to provide Tier 2 IAM support for a federal program supporting the U.S. Department of Education's FSA office. The role emphasizes security, identity verification, and user support in a high-volume environment.

The ideal candidate will have 4 years of federal help desk experience, an Associate's Degree, and Public Trust clearance. Work is remote with a strong focus on accuracy, responsiveness, and collaboration with IAM SMEs.

Qualifications

• Public Trust clearance required.
• 4 years of experience in federal help desk operations.
• Experience with identity and access management (IAM).

Responsibilities

• Respond to inbound calls and inquiries on account access and identity management.
• Provide Tier 2 support across PAS and AIMS platforms, including IDAR and ID verification.
• Troubleshoot IAM issues and coordinate with SMEs to drive resolution.
• Maintain CSAT targets and SLA metrics through accurate documentation.

Skills

IAM operations

Tier 2 help desk

Customer service

High-volume support

Education

Associate's Degree

Tools

PAS

AIMS

Job description

PingWind is seeking a Mid-Level Help Desk Support Agent to provide Tier 2 IAM support for a federal program supporting the U.S. Department of Education's FSA office. The role emphasizes security, identity verification, and user support in a high-volume environment.

The ideal candidate will have 4 years of federal help desk experience, an Associate's Degree, and Public Trust clearance. Work is remote with a strong focus on accuracy, responsiveness, and collaboration with IAM SMEs.