Help Desk Technician
Job Summary
Working remotely, the full-time Help Desk Technician will provide Tier 1.5 and Tier 2 support for the Transportation Security Administration's Online Learning Center, resolving escalated tickets, troubleshooting LMS issues, and managing online training content.
Key responsibilities
- Receive, triage, resolve, and document escalated OLC help desk tickets while managing service-level issues
- Troubleshoot OLC access, authentication, and configuration issues, coordinating with TSA representatives and LMS vendors
- Manage the intake and integration of new training content, ensuring compatibility and proper documentation
Required qualifications
- SuccessFactors (SFX) certification for LMS Administration or ability to obtain certification
- Hands-on experience with cloud-based SAP SuccessFactors Learning, version B1808 or later
- Experience with LMS administration modules, SharePoint, and SCORM testing
- Prior experience supporting a federal government customer, ideally within DHS, is preferred
- Familiarity with LMS network architecture and Active Directory permissions
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