Help Desk Support Agent – Mid

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Tier 2 identity and access management help desk support for the Federal Student Aid program.

• Address incoming calls and written inquiries regarding account access, authentication, and identity management concerns.

• Conduct account lookups, initiate password resets, unlock accounts, and facilitate verification-code delivery.

• Assist with PAS and AIMS platforms and provide related identity recovery and verification help desk services.

• Diagnose integrated FSA application incidents and IAM solution issues in collaboration with FSA, FSA Data Center teams, subject matter experts (SMEs), and vendors.

• Receive warm/soft handoffs from Tier 1 help desk teams and deliver enhanced support.

• Create and distribute troubleshooting guidelines to enhance first-contact resolution rates.

• Manage customer satisfaction surveys and uphold necessary CSAT performance levels.

• Resolve IDAR and ID Verification cases within three business days and respond to email inquiries within two business days.

• Oversee IAM Help Desk handoffs and assist with updates to critical account identifiers, phone numbers, and email addresses.

• Provide support to designated FSA helpdesks with AIMS account lookups and password resets.

• Maintain call counts and submit weekly help desk statistics via IAM SharePoint.

• Track and report call categorization data for FSA program documentation.

• Engage in recorded-call quality monitoring evaluations.

⛳️ Requirements

• Public Trust clearance is required.

• An Associate's Degree is necessary.

• A minimum of 4 years of relevant experience.

• Proven experience in federal help desk operations, user account management, and identity verification support.

• Capability to deliver Tier 2 identity and access management help desk support.

• Familiarity with PAS and AIMS platforms, including PAS Identity Account Recovery (IDAR), ID Verification Help Desk, and AIMS Two-Factor Authentication (TFA) Help Desk services.

• Proficiency in troubleshooting IAM solution challenges and integrated FSA applications.

• Ability to validate identities and properly archive supporting documentation.

• Competence in meeting service level targets, including achieving 85% or higher in CSAT, a live answer rate of at least 97%, an abandonment rate below 3%, and an average speed of answer (ASA) within 60 seconds.

• Veterans are encouraged to apply.

🏝️ Benefits

• Eleven Federal Holidays.

• Paid Time Off accrued during each pay period.

• Parental Leave.

• Three medical plan options with generous employer contributions.

• Dental and Vision Insurance.

• Company-sponsored Short-Term and Long-Term Disability.

• Company-paid Life and AD&D Insurance.

• 401k plan with competitive matching and a vesting schedule.

• Assistance for continuing education.

• Flexible Spending Accounts for Medical, Dependent Care, and Commuter expenses.

• Employee Assistance Program.

• Wellness benefits include access to the Calm Health app and WellHub gym subsidy (formerly GymPass).

• 529 College Savings Plan.

• Legal Insurance.

• Pet Insurance.