Help Desk Technician I at V2X Inc

Job description

Overview 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. 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. Qualifications Education/Experience Requirements Education / Certifications: • SuccessFactors (SFX) certification for LMS Administration or demonstrated ability to obtain certification. • No specific degree requirement is required Experience: • 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. • Prior experience supporting a federal government customer, ideally within DHS, is preferred. Clearance: 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. Skills & Technology Used: • 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. • 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. What We Bring • At V2X we strive to be market competitive in our total reward offerings. • The successful candidate’s starting pay will be based on, but not limited to, their job-related skills, experience, qualifications, work location, and market conditions. • Please speak with a recruiter for additional information. • Employee benefits include the following: • Healthcare coverage • Life insurance, AD&D, and disability benefits • Retirement plan • Wellness programs • Paid time off, including holidays • Learning and Development resources • Employee assistance resources • The following salary range is intended to display the value of the company's base pay compensation and may be modified at the discretion of the company. USD $80,000.00 – $90,000.00 • Pay and benefits are subject to change at any time and may be modified at the discretion of the company, consistent with the terms of any applicable compensation or benefit plans. At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients. #Clearance #LI-SL1

Requirements

Must-haves

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.
Education/Experience Requirements
SuccessFactors (SFX) certification for LMS Administration or demonstrated ability to obtain certification.
No specific degree requirement is required
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.
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.
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.
What We Bring
At V2X we strive to be market competitive in our total reward offerings.
The successful candidate’s starting pay will be based on, but not limited to, their job-related skills, experience, qualifications, work location, and market conditions.
Please speak with a recruiter for additional information.
Employee benefits include the following: • Healthcare coverage
Retirement plan
Wellness programs

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.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

agilescrum

Platform: jibe
Effort: medium

Benefits

Benefits detected in the listing.

Vision

Paid Time Off

Wellness