Help Desk Technician

Job Summary

Providing Tier 1.5 and Tier 2 support remotely, the Help Desk Technician will manage escalated tickets for the Transportation Security Administration's Online Learning Center, troubleshoot LMS access and configuration issues, and oversee the intake and deployment of online training content.

Key responsibilities

• Receive, triage, resolve, and document escalated OLC help desk tickets while managing service-level issues
• Troubleshoot access, authentication, permissions, and configuration issues, coordinating with TSA representatives and the LMS vendor
• Manage the intake and testing of new or revised training content, ensuring compatibility and proper documentation

Required qualifications

• SuccessFactors (SFX) certification for LMS Administration or the ability to obtain it
• Working knowledge of an enterprise Learning Management System and hands-on experience with 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