Help Desk Support Agent (Mid)

Location: Remote

Required Clearance: Public Trust

Required Education: Associate's Degree

Required Experience: 4 years

Position Description

We are seeking a dedicated and detail-oriented Help Desk Support Agent (Mid-Level) to provide Tier 2 identity and access management (IAM) help desk support for a complex, mission-critical federal program supporting the U.S. Department of Education's Federal Student Aid (FSA) office. The ideal candidate brings solid experience in federal help desk operations, user account management, and identity verification support within a structured, high-volume service environment.

Responsibilities

This position plays a pivotal role in ensuring FSA's internal and external users receive timely, accurate, and professional support for account access, authentication, and identity recovery issues across the PAS and AIMS platforms. The Help Desk Support Agent operates as a key point of contact between end users, Tier 1 help desk teams, and IAM subject matter experts — maintaining high service quality standards while supporting the integrity and security of FSA's identity management ecosystem.

Required Qualifications

• Respond to inbound calls and written inquiries from FSA internal and external users experiencing account access, authentication, and identity management issues.
• Support users in attaining access to their authorized accounts and systems, including account lookup by mobile phone, email address, or PII; password resets; account unlocks; and delivery of verification codes.
• Provide Tier 2 help desk support across PAS and AIMS platforms, including PAS Identity Account Recovery (IDAR), ID Verification Help Desk, and AIMS Two-Factor Authentication (TFA) Help Desk services.
• Deliver help desk support for integrated FSA applications and services, troubleshooting incidents and problems in coordination with FSA and FSA Data Center teams.
• Perform analysis and troubleshooting of IAM solution issues, engaging relevant subject matter experts (SMEs) and vendors as needed to drive resolution.
• Support warm/soft handoffs from FSA Tier 1 Help Desk teams, providing next level Tier 2 support for issues that cannot be resolved quickly at the Tier 1 level.
• Develop and share written troubleshooting guidelines with FSA Tier 1 Help Desk teams and FSA Data Center staff to improve first-contact resolution and reduce erroneous escalations.
• Administer automated customer satisfaction surveys following Tier 2 interactions, maintaining a customer satisfaction (CSAT) rating of 85% or better.
• Meet or exceed established service level targets: live answer rate of at least 97%, call abandonment rate below 3%, and average speed of answer (ASA) within 60 seconds.
• Resolve all Identity Account Recovery (IDAR) and ID Verification cases within three (3) business days of receiving required customer documentation.
• Respond to email inquiries within two (2) business days of initial receipt.
• Facilitate handoffs to the IAM Help Desk for users requiring updates to critical account identifiers, ensuring identity is validated and verified prior to any updates and that supporting documentation is properly stored.
• Support updates to user phone numbers and email addresses, including triggering account revalidation workflows and maintaining documentation.
• Support Partner Participation Oversight (PPO) CSRs, Business Process Operations (BPO) CSRs, DCC, COD Web, and NSLDS CSR Helpdesks in performing AIMS user account lookups and password resets.
• Maintain accurate counts of all inbound and outbound calls and provide weekly help desk statistics including calls offered, calls answered, abandoned calls, live answer rate, and ASA to FSA via IAM SharePoint.
• Track and report accurate call categorization data by major topic and sub-topic to support FSA program reporting.
• Participate in quality monitoring activities; all help desk calls are subject to recording and a 2% quality monitoring review.

About the company

The company is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. The company is an SBA certified Service-Disabled Veteran-Owned Small Business (SDVOSB) with offices in Northern Virginia and Huntsville AL.

[link for members]

Our benefits include

• 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
• Short Term / Long Term Disability & Life Insurance
• 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

Veterans are encouraged to apply

Salary Range

$66k-$92K

The pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) job responsibilities, education, certifications, experience, as well as internal equity mapping and alignment with market data, or other applicable laws.

The company, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law