Desktop Support Engineer, Ping Identity
$57.2-65k
Identity and access management solutions
Be an early applicant
Identity and access management solutions
1001+ employees
Be an early applicant
$57.2-65k
1001+ employees
Company mission
To make digital experiences both secure and seamless for all users, without compromise.
Role
Who you are
- 2–4 years of experience in an IT support or helpdesk role, demonstrating a solid foundation in providing technical assistance to end-users
- Proficiency in supporting macOS and Windows 10/11 systems, with hands-on experience troubleshooting common issues and configurations
- Experience providing hardware support for both Apple and Windows (Dell, Microsoft, Lenovo, etc.) devices, including installation, maintenance, and basic repair or warranty coordination
- Familiarity with Jamf Pro and Microsoft client support tools, enabling efficient management and troubleshooting of endpoints
- Knowledge of Active Directory and Google Workspace (G Suite) administration, including user lifecycle tasks, group membership, and access control
- A strong awareness of security best practices in a helpdesk context, including careful identity verification, handling of sensitive requests, and adherence to documented security procedures
- AS or BS in Information Technology, Computer Science, or equivalent experience, indicating a formal education or relevant certifications in the field
- Strong communication and customer-service skills, with the ability to support both local and remote employees in a fast-paced environment
What the job involves
- As a Desktop Support Engineer, you will directly support Ping employees in Austin, TX and around the globe
- You will solve problems, provide secure and reliable end-user support, and be responsible for maintaining end-user computing and office technology at our Austin, TX site in close partnership with our Systems, Security, and Facilities teams
- Report to the Manager, Desktop Support, and provide Tier 1 end-user support through various channels such as phone, in-person, and our ticketing system for all IT-related questions and issues from Ping Identity employees and affiliates
- Triage and prioritize support tickets, identifying those requiring urgent attention, and perform problem analysis to recognize support call trends and areas for improvement
- Follow documented security and identity verification procedures (e.g., for password resets, MFA changes, and access requests) to protect users and systems from social engineering and other threats
- Contribute to the knowledge base by creating and updating articles that document common issues, configurations, and “how-to” guides, fostering self-service troubleshooting among employees
- Manage software licenses at the end-user level, including assignment and tracking, in coordination with application owners and Procurement to ensure compliance and efficiency
- Handle IT hardware assets, including issuance, tracking, and maintenance of computers, monitors, phones, and peripherals, ensuring accurate inventory and timely lifecycle management
- Facilitate the onboarding process for new employees by provisioning equipment, setting up logins and access, and providing orientation to the IT environment, tools, and support channels
- Manage the offboarding process for departing employees, including disabling access, following security and identity-verification procedures, and collecting assets to maintain security and inventory accuracy
- Provide hands-on support for conference room and office technology (e.g., AV/Zoom rooms, docking stations, printers) and perform various facilities-related tasks such as office moves and shipping/receiving of IT equipment
- Coordinate with vendors for warranty repairs of IT assets, ensuring timely resolution and minimal disruption to operations
- Work within our ITSM / ticketing system to help the team meet or exceed SLAs and service quality targets, and contribute to reporting and continuous improvement efforts
- Collaborate closely with Systems, Security, and Facilities teams to escalate complex issues, maintain standard configurations, and support site-level initiatives
Our take
Ping Identity is a platform, delivered through both cloud services and on-premises software, providing a comprehensive Identity and Access Management service. In today’s highly connected digital world, digital identity management services — the process of identifying and authenticating users on networks to access services — has become a key aspect of interacting on the internet.
According to the latest forecasts, the digital identity market is worth approximately $60 billion in 2025, with annual growth rates ranging from 16 to 21%, depending on the source. Consequently, competition is heavy for PingIdentity, with some other strong players in the various branches of identity management, including Okta, LastPass, and Duo Security. The merger between PingIdentity and ForgeRock in 2023 went some way to consolidating a firm rooting in the industry for both companies.
Now combined with Forgerock, PingIdentity has successfully attracted considerable funding and serves hundreds of brands, including Morningstar, Vodafone, and GEICO, as well as the governments of Norway, Canada, and Belgium. Alongside this, both companies were acquired by the leading software investment firm, Thoma Bravo, in 2022 before the merger. This acquisition offered a unique opportunity for PingIdentity to further grow and marked the beginning of an exciting new chapter for the combined company and its customers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2020
$93.5m
SERIES E
Sep 2017
$88m
SERIES D
Total funding: $233.5m
Company benefits
- AD&D: Benefit to financially help loved ones in case of accidental death or disability
- 100% Company paid Health Care options
- Vacation Allowance
- Health and Wellbeing resources
- Parental Leave and Family Bonding
- Expert Eye Care and the lastest eye wear
- Range of dental coverage
- Retirement programs with several investment options and financial planning services
- Employee Assistance Program
- Free lunches, snacks, and drinks
- Commuter Offset
Leadership
Andre Durand
(Founder & CEO)Is on the board for Jamf, Executive Chairman of Identiverse. Previously the Co-Founder of Digital ID World, LLC and Founder and General Manager of Jabber, Inc.
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