IAM Customer Support Coordinator

IAM Customer Support Coordinator (2)
Help Desk Kansas City, Missouri Contract Kansas City Sep 3, 2026

• Provides accurate, professional, and timely customer service and support to internal and external customers.
• Works to meet or exceed departmental performance metrics related to accuracy, timeliness, and customer satisfaction.
• Follows established procedures, SOPs, and checklists when handling customer requests while ensuring sensitive information is protected and shared only with authorized individuals.
• Reviews and verifies requests for accuracy and performs appropriate due diligence. This may include confirming customer eligibility and authorization, coordinating with internal teams, and conducting additional research as needed.
• Follows information security and access-control procedures when setting up, modifying, or discontinuing user access to systems, applications, products, and services.
• Supports credentialing and access-management activities, including communicating access instructions, managing user credentials and certificates, and provisioning physical devices used for secure access or encrypted information storage.
• Monitors device inventory and completes related tracking and accounting activities. Investigates discrepancies and assists with receiving and validating new inventory shipments.
• Identifies and escalates time-sensitive or critical issues to senior staff or management as appropriate.
• Coordinates and completes testing related to application maintenance, enhancements, and issue resolution. Partners with relevant stakeholders to support existing technologies and implement new technologies, workflows, and processes.
• Monitors and reports system outages or issues and supports contingency and verification testing.
• Reviews and recommends improvements to procedures, processes, and checklists to increase operational efficiency.