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IT Support Analyst (Day Shift)

ID.me

ID.me

IT, Customer Service
McLean, VA, USA
Posted on Thursday, December 21, 2023

Company Overview

ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online. The company empowers people to control their data through a portable and trusted login, which means they don’t need to create a new password when visiting sites that have the ID.me button. ID.me’s digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification.

ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. In addition to helping people control their credentials and data, the company’s “No Identity Left Behind” initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity verification – online self-serve, live video chat agents, and in person. ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.

ID.me has received numerous awards including Deloitte’s 2023 Technology Fast 500, Washington Business Journal’s Fastest Growing Companies, Entrepreneur Magazine’s 100 Brilliant Companies and Wall Street Journal’s Startup of the Year finalist. In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me’s most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.

Role Overview

ID.me is looking for an IT Support Analyst to join our IT department to support end users to resolve any technical issues. This role will be responsible for triaging and resolving tier 1 and 2 support tickets in a 24 hour environment. Assisting the IT team with hardware setup, new hire equipment coordination, and various IT administrative tasks.

If you enjoy the challenge of rolling up your sleeves and jumping in to solve technology and hardware related problems, this would be an excellent opportunity for you!

Responsibilities

  • Provide front-line support to end users on various technical issues
  • Troubleshoot and support Apple hardware, software, and peripherals
  • Answer questions and resolve helpdesk requests in a timely manner
  • Provide friendly customer support for the entire organization while maintaining SLAs
  • Maintain ownership of the support request
  • Log details of the interaction within the support tool
  • Consult with members of the IT team on possible solutions to complex and recurring problems
  • Set up new hire equipment including laptops, monitors, and other accessories
  • Help support user accounts across various internal and external systems
  • Assist in setting up hardware and internal software systems
  • Assist with writing documentation and technical instructions
  • Ensure compliance with IT operating procedures and ensure accuracy in logs
  • Assist with obtaining and replacing equipment if necessary
  • Support existing IT infrastructure
  • Assist with boxing and shipping of equipment
  • Install and configure new IT equipment
  • Other responsibilities as assigned

Required Qualifications

  • 2+ years of experience in a desktop support or IT support role in an enterprise environment
  • Exceptional customer service skills and patience is a must
  • Experience with different platforms and various operating systems
  • Experience diagnosing, debugging and resolving technical issues
  • Being a team player who is also willing to ask questions
  • Ability to work independently and prioritize tasks
  • Ability to pay close attention to detail while performing technical tasks
  • Ability to write clear and concise documentation
  • Excellent time management, organizational, written, and verbal communication skills
  • Experience working with a ticket-based support system
  • Ability to move IT equipment weighing up to 25 pounds, occasionally up to 50 pounds

Preferred Qualifications

  • Remote Desktop support
  • Experience supporting multiple OS environments.
  • Experience supporting common corporate cloud applications
  • Experience with MDM and common issues

Note that candidates must be located in the continental U.S.

ID.me Covid Vaccination Requirement

ID.me has a mandatory vaccination requirement where not prohibited by applicable federal or state law.

All current and future employees are required to receive their COVID-19 vaccinations, unless a reasonable accommodation is approved. Employees not in compliance with this policy will be placed on leave and will be terminated if no valid reason for not getting the COVID-19 vaccine is provided.

Purpose: In accordance with ID.me's duty to provide and maintain a workplace that is free of known hazards, we are adopting this policy to safeguard the health of our employees and their families; our customers and visitors; and the community at large from COVID-19 that may be reduced by vaccinations. This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities, as applicable.

Reasonable Accommodation: Current and future employees in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must submit a completed Request for Accommodation form to the human resources department to begin the interactive accommodation process as soon as possible after vaccination deadlines have been announced (September 13th) and an offer of employment has been made. Accommodations will be granted where they do not cause ID.me undue hardship or pose a direct threat to the health and safety of others.

Vision: To be the world's leading digital identity network empowering people to control their own information and to prove their credentials across all channels: online, call center, and in-person.

Mission: To make the world a more trusted place by delivering the highest level of security with the least amount of friction at the lowest possible cost.

People: We have an audacious mission. We aim to fix the identity layer of the internet. Billions of people will live better lives with more trust and convenience thanks to ID.me. We are like Special Forces. We take on the most difficult challenges with amazing teammates.

ID.me Core Values: *Don't be a jerk. *Always compete. *Ask questions like a 5-year old. *Inspire people with your passion. *Make something better every day. *Treat each customer like your favorite family member. *Own your mistakes so you can learn from them. *Details are everything. *Communicate like a scientist. *Be truthful (even when it's hard). *Reflect ID.me's values in your actions. *Act like an owner.

ID.me Career Site & Culture Deck: https://www.id.me/careers

#LI-JS1

ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.

Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.

ID.me participates in E-Verify.