Help Desk Support Agent; Mid

Location: Remote
Required Clearance: Public Trust
Required

Education:

Associate's Degree
Required Experience: 4 years

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.

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.

• 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),  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  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.
• Part…