LMS Helpdesk Representative (CDET)

Description

• Position Title: LMS Helpdesk Representative (CDET)
• Requisition #: 226
• Location: Quantico Virginia 
• Position Type: Exempt
• Work Environment: On-Site
• Clearance Level Required: Favorable National Agency Check with Written Inquiries (NACI) required upon hiring

Davis Defense Group, Inc. has secured a stellar reputation as one of the premier Women-Owned Small Business (WOSB) in the aerospace and defense industry, steadfastly supporting the Department of Defense since 2002. A critical combination of vision and dedication to excellence has helped our customers achieve numerous significant milestones on schedule and within budget. Today we employ over 700 personnel around the globe in a mix of analytical, advisory, technical, and support positions. The common thread across our organization is our commitment to our customers and an unwavering dedication to our principle motto: “Mission Focused, Future Ready. Innovating today, Leading tomorrow.”

Functional Description:

Davis Defense Group (DDG) is seeking a Helpdesk representative for Learning Management System (LMS) support to the College of Distance Education and Training (CDET) on site in Quantico Virginia. The LMS Helpdesk representative works with CDET students, faculty and staff, supporting account creation and management; Distance Education Program (DEP) course enrollment; and course completion in the LMS and the Marine Corps eLearning Ecosystem (MCeLE).

Duties And Responsibilities:

• Respond to student and staff technical questions or policy queries regarding the Distance Professional Military Education (DPME) or distance learning programs hosted on the LMS or MCeLE. 
• Provide tier I level troubleshooting for student issues relating to MCeLE and DEP coursework in the LMS and MCeLE systems. 
• Submit and track student related issues using the JIRA system for trouble ticket submission. 
• Assist students with queries for assistance with waiver and equivalency requests.
• Respond to questions generated from the CDET web site.
• Create user accounts (eLearning Ecosystem) for students, sponsors, faculty and staff. 
• Enroll students into appropriate MCeLE courses and into LMS course sites. 
• Generate and email temporary password and log in information to students. 
• Provide bulk grade upload services from the LMS to MCeLE in support of CDET Regional offices. 
• Provide help desk expertise to CDET students across the eLearning Ecosystem. 
• Provide tier I level testing support for courseware being developed for and hosted in the CDET eLearning Ecosystem.

Required Experience:

• Proficiency with Microsoft Office365 suite.
• Experience in customer service role(s).
• Strong verbal and written communication skills.

Desired Experience:

• Experience with LSS (e.g., Moodle) and JIRA.
• Prior military experience or experience supporting the military.

Education Requirements:

High School diploma or equivalent

When we review candidates' information, we are looking for the best matches for the position based on the qualifications listed in the job posting. If your skills and experience appear to match an open position, a recruitment services professional or a hiring manager may contact you. 

Davis Defense Group, Inc. is committed to maintaining the highest standards of professionalism, integrity and efficiency in our recruitment and hiring processes. As part of our dedication to these values, DDG does not engage with or entertain the services of third-party recruiting agencies for our staffing needs. Thank you for your understanding and cooperation.
 

At DDG, employment decisions are based on an individual’s capabilities and qualifications. We do not discriminate on the basis of race, color, religion, creed, age, sex, disability, veteran status, marital status, national origin, sexual orientation, gender identity, or any other characteristic protected by law. This commitment to equal opportunity applies to all aspects of employment, including recruitment, hiring, promotions, transfers, terminations, compensation, benefits, and other terms and conditions of employment. If you are a qualified disabled veteran or individual with a disability and need reasonable accommodation to use or access our online system, please contact our Human Resources department at (540) 548-5950.