Remote IAM Help Desk - Tier 2 Support

PingWind, Inc.; Northern (KY); Hybrid; USD 66,000 - 92,000; Full time

Benefits offered by this job

Eleven Federal Holidays

Paid Time Off

Parental Leave

Medical plan options

Dental Insurance

Vision Insurance

Life Insurance

401k with company match

Education assistance

Wellness benefits

Job summary

PingWind, Inc. is seeking a dedicated Help Desk Support Agent (Mid-Level) to provide Tier 2 IAM help desk support for a federal program supporting the U.S. Department of Education's FSA.

The role emphasizes identity verification, password resets, and secure access across PAS and AIMS platforms. The candidate will collaborate with Tier 1 teams and IAM SMEs, maintain CSAT targets, and contribute to process improvements in a high-volume environment.

Qualifications

• Experience in federal help desk operations.
• Strong knowledge of identity and access management workflows.
• Ability to perform account recovery and verification.
• Experience in high-volume service environments.

Responsibilities

• Provide Tier 2 IAM help desk support for PAS and AIMS platforms.
• Handle account access issues, password resets, and verification codes.
• Coordinate with SME and vendor teams to resolve IAM incidents.
• Develop and share troubleshooting guidelines for Tier 1 teams.

Skills

Federal IAM experience

Tier 2 help desk

Account recovery support

Education

Associate's Degree

Tools

Identity verification tools

Job description

PingWind, Inc. is seeking a dedicated Help Desk Support Agent (Mid-Level) to provide Tier 2 IAM help desk support for a federal program supporting the U.S. Department of Education's FSA.

The role emphasizes identity verification, password resets, and secure access across PAS and AIMS platforms. The candidate will collaborate with Tier 1 teams and IAM SMEs, maintain CSAT targets, and contribute to process improvements in a high-volume environment.