Help Desk Support Agent (Mid)

Required

• 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.