Help Desk Support Agent – Mid

PingWind Inc. (SDVOSB)

Tier 2 IAM help desk support for the U.S. Department of Education’s Federal Student Aid program.

Posted 8/24/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $66,000 - $92,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Tier 2 Identity and Access Management Help Desk support, with a strong focus on user account management, troubleshooting IAM solutions, and maintaining high customer satisfaction metrics. Proficient in utilizing PAS and AIMS platforms for effective identity verification and account recovery.

Highest-signal resume keywords

Tier 2 Identity And Access Management SupportPAS And AIMS PlatformsUser Account ManagementTroubleshooting IAM SolutionsPublic Trust Clearance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account LookupsPassword ResetsAccount UnlocksIdentity VerificationTroubleshooting Integrated FSA ApplicationsCSAT Performance ManagementCall Categorization TrackingService Level Target AchievementTwo-Factor Authentication SupportIdentity Account Recovery

Soft Skills

Customer ServiceCommunicationProblem-SolvingCollaborationAttention To Detail

Tools & Technologies

IAM SharePointFSA Data Center SystemsHelp Desk SoftwareCall Monitoring ToolsSurvey Administration Tools

Certifications & Qualifications

Associate's DegreePublic Trust Clearance

Industry Keywords

Federal Help Desk OperationsIdentity ManagementAccount ManagementCustomer SatisfactionIdentity Verification Support

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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