Help Desk Technician I

V2X•UNAVAILABLE, UNAVAILABLE

2d•Remote

About The Position

Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $4.5B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism. The successful candidate will Tier 1.5 and Tier 2 support for the Transportation Security Administration (TSA) Online Learning Center (OLC), the agency’s enterprise Learning Management System (LMS) and official system of record for training. This role resolves escalated tickets from the national program office and local OLC administrators, troubleshoots LMS access and configuration issues, supports system and content administration, and manages the intake, testing, and deployment of online training content. The OLC help desk typically handles 75 to 150 tickets per week, with most inquiries involving administrative configuration, permissions, or content-related issues.

Requirements

SuccessFactors (SFX) certification for LMS Administration or demonstrated ability to obtain certification.
Working knowledge of an enterprise Learning Management System and hands-on experience with cloud-based SAP SuccessFactors Learning, version B1808 or later.
Experience with SAP-hosted LMS administration modules, SharePoint, customer service or ticket intake systems, and SCORM testing used to troubleshoot configuration issues.
Familiarity with LMS network architecture and Active Directory permissions.
Working familiarity with Okta and F5 authentication processes, SFTP, and LMS connectors.
Strong written and verbal communication skills, customer service orientation, and the ability to work independently in a remote environment while meeting short-turnaround requests.
The selected candidate must be able to obtain and maintain a favorable DHS/TSA fitness determination for Entry on Duty, which includes a Public Trust background investigation. Processing typically takes 30 to 60 days.

Nice To Haves

Prior experience supporting a federal government customer, ideally within DHS, is preferred.
Experience with Salesforce Concourse or a comparable federal intake system is preferred.
Familiarity with Agile and Scrum fundamentals and experience developing and delivering LMS administrator training via webinar are preferred.

Responsibilities

Receive, triage, resolve, and document escalated OLC help desk tickets; manage service-level issues to support proper coverage and timely problem resolution.
Troubleshoot OLC access, authentication, permissions, configuration, system, and application issues; coordinate with TSA representatives and the LMS vendor to resolve problems.
Manage intake for new and revised training content; review intake forms, follow up on missing or contradictory information, and test SCORM, AICC, PDF, and alternative content formats for compatibility.
Load and integrate new or updated online content; create training content item definitions and linkages; manage OLC administrator accounts, roles, assignment profiles, workflows, and external system connectors.
Document troubleshooting actions, identify recurring issues for permanent correction, and contribute to standard operating procedures, knowledge base articles, and other program documentation.