Raytheon Intelligence & Space Hiring for Learning Administration Helpdesk Associate Job at Troy, MI Full Time

Vertex – Technology & Training Solutions – Learning Administration Helpdesk Associate – Troy, MI

The position you are applying for is with Vertex Technology & Training Solutions which was formerly Raytheon Global Training & Logistics. The Vertex Company acquired Raytheon Global Training & Logistics in December 2021.

VERTEX OVERVIEW

The Vertex Company is a services solutions provider that operates as a federal government prime contractor. With over 7,000 employees in 200 locations worldwide, the Mississippi-based company offers vertically integrated solutions for defense and commercial customers.

Delivering integrated turnkey lifecycle support from concept definition, to engineering and manufacturing, through end of life support of complex systems and platforms, Vertex offerings include all levels of aviation maintenance, worldwide contractor logistics support, systems engineering and integration, specialized onsite mission execution, high consequence training programs for defense and commercial customers, and integrated supply-chain solutions. Over our 50 year history, we have perfected the balance of cost, schedule, and performance to offer high-quality solutions that consistently exceed customer requirements.

The Vertex Company is a Federal Contractor and must comply with Federal mandates. All employees may be required to obtain a COVID-19 vaccination as a condition of continued employment. A medical or religious accommodation may be granted on a case-by-case basis. In order for an accommodation to be considered, you must submit the COVID-19 Vaccination Accommodation Request form.

Vertex is a portfolio company of American Industrial Partner (AIP), an operationally orientated private investment firm with a 30 year track record of working with management teams to build scaled world class businesses (www.americanindustrial.com).

Position Scope and Charter:

Vertex Professional Services is looking for a full-time Learning Administration Helpdesk Associate for our Contact Center in Troy, Michigan to provide non-IT training administrative services for our global clients. The person fulfilling this position will be trained to perform various tasks within a Learning Management System (LMS), will interface directly with our customers to troubleshoot issues via the telephone or email, will analyze and assist in root cause analysis of trouble tickets and program issues, and take appropriate action to ensure customer satisfaction.

Responsibilities include but are not limited to:

• Receive, analyze and resolve trouble tickets via telephone, or email
• Provide LMS technical assistance, support and follow-up for various LMS’ on all assigned programs
• Receive, analyze and process client requests for LMS administration (ex: add courses, classes, roster processing) to expected levels of quality
• Assist in root cause analysis and remediation of end-user issues involving learning activity content within the LMS
• Meet all Service Level Agreements (SLA), Key Performance Indicators (KPI), and standards including productivity, turn time, quality, accuracy and customer satisfaction
• Record and/or update request system appropriately for all daily calls/emails
• Timely follow up and follow through of assigned requests
• Effectively monitor and manage assigned work queues
• Prioritize workload to meet service level agreement and request due dates
• Assist in the development and/or updates of departmental and program procedures as needed
• Provide proactive continuous improvement suggestions to existing processes
• Ability to log into required systems at scheduled start time
• All other duties as assigned

Required Skills:

• Minimum one (1) year experience working in a database system such as a request management system or other data entry application, plus
• Minimum of one (1) year experience in a customer service role
• Excellent customer service skills
• Excellent written and verbal skills
• Excellent organization skills
• Problem solving skills
• Ability to work with minimal supervision
• Basic knowledge of Microsoft Excel

Desired Skills:

• Previous experience working in a LMS

Required Education:

• Minimum high school diploma or equivalent

This position requires a U.S. Person who is eligible to obtain any required Export Authorization.

Vertex is committed to building a diverse and inclusive environment in which we recognize and value each other’s differences as well as fostering a culture that promotes its core values: Professionalism, Integrity, and Respect. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, or status as a protected veteran.

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.