Help Desk Support Agent (Mid)

Location: Remote; supports a U.S. Department of Education Federal Student Aid program. Required clearance: Public Trust.

Salary: $66,000–$92,000 per year.

Company

hirify.global provides cybersecurity, development, IT infrastructure, supply chain management, system design, and continuous improvement services to the federal government.

What you will do

• Respond to inbound calls and written inquiries about account access, authentication, identity management, password resets, account unlocks, verification codes, and account recovery.
• Provide Tier 2 support across PAS, PAS Identity Account Recovery, the ID Verification Help Desk, AIMS Two-Factor Authentication, and integrated FSA applications.
• Analyze and troubleshoot IAM issues with FSA, FSA Data Center teams, subject matter experts, and vendors.
• Handle Tier 1 warm and soft handoffs, create troubleshooting guidance, and support first-contact resolution.
• Facilitate validated updates to critical account identifiers, phone numbers, and email addresses while maintaining supporting documentation.
• Track calls, case categories, service metrics, customer satisfaction surveys, and weekly help desk statistics; participate in quality monitoring.

Requirements

• Associate's degree required.
• Four years of required experience.
• Public Trust clearance required.
• Experience responding to account access, authentication, identity management, and identity recovery issues in a help desk environment.
• Experience supporting user account lookup, password resets, account unlocks, verification codes, and identity validation.
• Ability to provide Tier 2 support for IAM platforms and integrated applications, troubleshoot incidents, and coordinate with technical teams.
• Ability to resolve IDAR and ID Verification cases within three business days after receiving required documentation and respond to email inquiries within two business days.
• Ability to meet a live answer rate of at least 97%, call abandonment below 3%, ASA within 60 seconds, and CSAT of 85% or better.
• Ability to maintain accurate documentation, call statistics, categorization data, and supporting records.

Culture & Benefits

• Remote full-time work supporting a mission-critical federal program.
• Eleven federal holidays and paid time off accrued each pay period.
• Parental leave, medical plan choices, dental and vision insurance, disability coverage, and company-paid life insurance.
• 401(k) with competitive matching and a vesting schedule.
• Continuing education assistance, flexible spending accounts, employee assistance, wellness benefits, and additional legal and pet insurance options.
• Veterans are encouraged to apply.