Help Desk Support Agent
Job Summary
Providing Tier 2 identity and access management support, the full-time Help Desk Support Agent will assist users with account access, authentication, and identity recovery issues for a federal program, operating remotely while ensuring high service quality standards.
Key responsibilities
- Respond to inbound calls and inquiries from users experiencing account access and identity management issues
- Provide Tier 2 help desk support across various platforms, troubleshooting incidents and coordinating with relevant teams
- Maintain service level targets, including call answer rates and timely resolution of identity account recovery cases
Required qualifications
- Associate's Degree
- Four years of experience in federal help desk operations and user account management
- Experience with identity verification support in a high-volume service environment
- Ability to develop troubleshooting guidelines for Tier 1 help desk teams
- Public Trust clearance required
Complete Job Description
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