Customer Service Specialist | FSA ID Helpdesk

Clearance Level
None
Category
SCA
Location
Lawrence, Kansas

REQ#: RQ125368

Travel Required: None
Public Trust: MBI Full 5C (T3)
Requisition Type: Regular

GENERAL SUMMARY:

The FSA ID, comprised of a user-selected username and password, provides the method by which students, parents, and borrowers authenticate their identity to access their federal student aid information. The FSA ID Help Desk assists students, parents, and borrowers to resolve issues regarding creation and use of FSA IDs.

JOB RESPONSIBILITIES:

  • Assist students, parents, and borrowers to resolve issues regarding creation and use of FSA IDs in a timely, courteous, and professional manner
  • Acquire and maintain an understanding of various Department of Education processes, procedures, and Web sites
  • Engage in active listening to diagnose problems, and use various reference sources to rapidly lead callers to problem resolution.
  • Adhere to Privacy Act as it relates to confidentiality of information releases
  • Accurately and efficiently maintain all required call logs and phone documentation
  • Work overtime as needed
  • Perform other duties as assigned
  • Regular and Predictable Attendance is Required
  • SPONSORSHIP NOT AVAILABLE

EDUCATION / EQUIVALENT TRAINING:

  • High School diploma or GED required

EXPERIENCE:

  • Minimum 1 year of customer service experience required
  • Experience supporting Web-based applications strongly preferred
  • Ability to organize simultaneous tasks for individual assignments and maintain flexibility in work scheduling and assignments required
  • Must be a self-starter and have the ability to work successfully both in a team environment and independently
  • Excellent verbal and written communication skills and strong interpersonal skills required
  • Must have minimum typing speed of 20 WPM

UNIQUE/ADDITIONAL REQUIREMENTS:

  • Must not be in default on a Federal Student Loan

About Our Work

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.