Help Desk Support Agent (Mid)
Core
Provide Tier 2 identity and access management (IAM) help desk support for the U.S. Department of Education's Federal Student Aid (FSA) office, handling account access, authentication, and identity recovery issues.
Role type
Mid-level Help Desk Support Agent (IAM)
Builds
Support for the PAS and AIMS platforms serving FSA internal and external users
Domain
Federal Government / Identity and Access Management (IAM)
Deliverable
client delivery
Required skills
Tier 2 help desk support, identity verification, account management, troubleshooting IAM solutions, call handling, email support, data analysis, quality monitoring
Preferred skills
Federal help desk operations experience, IAM subject matter expertise
Technologies
PAS, AIMS, SharePoint
Responsibilities
Respond to inbound calls and written inquiries regarding account access and identity management; Support users with password resets, account unlocks, and verification code delivery; Perform analysis and troubleshooting of IAM solution issues; Develop written troubleshooting guidelines for Tier 1 teams; Administer customer satisfaction surveys; Maintain accurate call statistics and categorization data; Facilitate handoffs for critical account identifier updates; Support partner helpdesks with user account lookups and resets.
Seniority
Mid-level, hands-on IC
