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 delive