Learning Management System Helpdesk Administrator

Learning Management System Helpdesk Administrator
DEFTEC delivers mission-critical solutions through skillfully delivered services and innovative products. We are inspired by the critical missions of our clients, and we are driven to provide the most effective solutions to execute their missions, operational challenges, and requirements. Our dedicated, experienced, and talented employees work closely with our clients to ensure the delivery of exceptional services and products.
POSITION OVERVIEW
This position directly supports Allied Command Transformation (ACT) which is NATO's leading agent for change: driving, facilitating, and advocating the continuous improvement of Alliance capabilities to maintain and enhance the military relevance and effectiveness of the Alliance. The main objectives of ACT are: providing appropriate support to NATO missions and operations; leading NATO military transformation; improving relationships, interaction and practical cooperation with partners, nations and international organizations.
The Helpdesk Administrator supports the JADL, TRANSNET and e-ITEP system administration and helpdesk operating during normal US office hours (08:00-16:30) Monday to Friday excluding official holidays.
JOB RESPONSIBILITIES:
Working from the HQ SACT MS/LT Branch at HQ SACT the sys admins will:

• Review all new requests for accounts on the JADL, TRANSNET and e-ITEP systems, approving those which meet the NATO requirements and responding to those, which need further clarification.
• Support any helpdesk questions received by email or phone.
• Work with the MS/LT Branch for uploading of courseware, functional testing of SCORM packages, and maintenance of existing content on JADL platform.
• Support various communities of interest within NATO in customization and maintenance of JADL pages.
• Work closely with NCIA to ensure the services are available and operational on the NATO networks.
• Maintain an awareness of any cyber issues that may affect the system delivery or unauthorized access to the system.

QUALIFICATIONS:
Required Qualifications:

• A minimum of 3 years' experience (within last 6 years) working as an administrator of online Learning Management System.
• A minimum of 3 years' (within last 6) supporting users with new accounts creation, helpdesk support and general support to remote users on the system.
• A minimum of 3 years' experience (within the last 6) using Learning Management Systems (LMS) and troubleshooting user issues on course access and completion.
• Experience in helpdesk tracking software and trouble ticket supporting software.
• Experience in producing reports and metrics from an LMS or by interrogating the database.
• Experience in cyber issues and protecting the system and network from unauthorized access.
• U.S. Citizen
• Active Secret Clearance
• Two years of vocational training in computer-related science or related subjects in the educational domain.
• Fluent in English (Written and Oral).

DEFTEC offers a comprehensive whole-life benefits package that includes medical, dental, vision, holiday, paid time off, 401K with a match, life insurance, short/long-term disability, and educational reimbursement.
DEFTEC is a Drug-Free Workplace where post-offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria are met as outlined in our policies.
AAP/EEO Statement
DEFTEC Corp is an Equal Opportunity and Affirmative Action Employer and prohibits discrimination and harassment of any type based on actual or perceived race, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding , and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, religious creed, disability (mental and physical) including HIV and AIDS, medical condition (cancer and genetic characteristics ), genetic information, age, marital status, civil union status, sexual orientation, military and veteran status, denial of family and medical care leave, arrest record and/or any other characteristic(s) protected by federal, state or local law.