Help Desk Technician I

Job Description

• Provide Tier 1.5 and Tier 2 remote support for the TSA Online Learning Center, an enterprise LMS and official training system of record, handling approximately 75–150 tickets per week.
• Triage and resolve escalated tickets involving LMS access, authentication, permissions, configuration, system, application, and content issues; coordinate with TSA representatives and the LMS vendor.
• Administer SAP SuccessFactors Learning content, accounts, roles, assignment profiles, workflows, and external system connectors; test SCORM, AICC, PDF, and alternative content formats.
• Requires SuccessFactors LMS Administration certification or the ability to obtain it; no specific degree is required. Hands-on SAP SuccessFactors Learning experience, version B1808 or later, is required.
• Must be able to obtain and maintain a favorable DHS/TSA fitness determination for Entry on Duty, including a Public Trust background investigation; processing typically takes 30 to 60 days.
• Remote full-time role with a stated salary range of USD $80,000.00–$90,000.00.