Mid-I Technical Support Analyst

Description

OCH Technologies is seeking a highly skilled mid-level Technical Support Analyst for the National Airspace System (NAS) Aeronautical Information Management Enterprise System (NAIMES) program, supporting the Federal Aviation Administration (FAA). The ideal candidate has experience with troubleshooting and problem-solving issues by diagnosing issues reported by users, identifying the root cause, and providing effective solutions.

The NAIMES Technical Support Analyst serves as a technical point of contact for troubleshooting and triggering all user incident reports for various desktop, software, and infrastructure configurations. This position is responsible for providing 24/7 technical assistance and support related to computer systems, hardware, and software related to aeronautical information management for the FAA. This posting is intended to build a talent pipeline for anticipated future opportunities.

Location:

On-site: FAA’s Air Traffic Control System Command Center (ATCSCC) in Warrenton, VA

Core Responsibilities & Duties:

• Assist stakeholders with troubleshooting system/application issues, coordinate with Level 2/Level 3 support for issues which require additional escalation and facilities communications to users and stakeholders when troubleshooting issues.
• Initiate Trouble Tickets for stakeholder enquiries and assign a priority/severity level based on the impact to the NAIMES mission capability, criticality of a specific site and the number of stakeholders affected.
• Support the implementation of software/hardware upgrades, as well as coordinate software deployments and upcoming releases, supporting NAIMES systems, through maintenance notifications and real time/near real time updates to impacted stakeholders. Additionally, conduct software applications validations following scheduled and unscheduled changes.
• Verify systems and system component operations listed in Appendix A at a minimum of at least once per hour and document the outcome in the Shift Change Log.
• Email copy of Help Desk shift change log to FAA Lead(s) daily.
• Support IT safety, security, and service reliability, each specialist resolves routine and minor technical problems related to application/system support.
• Support Special Activity Airspace (SAA) programs by performing airspace altitude maintenance, airspace assignment, and by designating Published Times of Use (PTE).
• Facilitate FAA, Military, and Airport facility changes within the NAIMES applications (including activation, deactivation, and name modifications).
• Respond to queries, isolate problems, and determine and implement solutions.
• Perform troubleshooting techniques used in conjunction with corresponding incident work instructions and standard operating procedures
• Record incident reports through ticket management applications, include actions taken, resolution, root cause, and preventative action if determined.
• Manage NAIMES stakeholder issues using SOPs and knowledge-based resources, metric reporting, streamlined escalation workflow, and manageable ticket lifecycles.
• Provide stakeholders front-end software application training on Special Use Airspace (SUA) and Notice to Airmen (NOTAM) origination and retrieval.
• Use diagnostic analytics to validate and ensure data integrity and reports all discrepancies to the customer for correction.
• Maintain documentation repository ensuring technical work instructions and are accurate and reliable.

Other Duties:

• Serve as first level support for customers seeking technical assistance; respond to incoming calls, emails and verbal requests regarding service-related inquiries for network and software applications issues.
• Coordinate and distribute notification to stakeholders of schedule maintenance activities via government approved methods (e.g. email and/or ticketing system) at a minimum of 72 hours in advance of the scheduled date.
• Collaborate with the Senior Technical Operations Watch Officer (STOWO). System Operations National Operations Manager (NOM) and National Operations Control Center (NOCC) NOM of system status and current issues and/or events.
• Provide 24/7/365 account maintenance (new user accounts, disabling old accounts, password resets, and account unlock requests) for all NAIMES supported applications.
• Participate in all FAA “Stand Up” briefings at the ATCSCC and advise the National Operations Manager (NOM) of system status and current issues and/or events.
• Maintain an active list of valid e-mail addresses for stakeholder, management, and user notification distribution.

Responsibilities may evolve over time to support team and organizational goals, but will remain consistent with the overall scope of the role.

Requirements

Minimum Qualifications:

Education:

Bachelor’s degree in engineering, Math, or Science

Experience:

• A minimum of three (3) years of relevant work experience
• Experience providing operations & maintenance support, including supporting helpdesk, providing 24/7 operational support for system outages or corrective maintenance, and supporting technology (hardware/software) refreshes

Security Clearance Requirement:

Candidate must have the ability to hold and maintain a Public Trust

Shift:

Position operates within a 24/7/365 environment and requires rotating shifts, including weekend and holiday coverage, with a typical 40-hour workweek

Required Skills and Abilities

• Must be proficient in Microsoft Office suite including, but not limited to: Word, PowerPoint, Excel, Access, and Outlook.
• Knowledge of Windows/Linux operating systems with a technical background in a help desk environment, possessing strong verbal & written communication skills.
• General experience in information system development and other work in the client, server, application, or related fields.
• Excellent customer service skills, dedicated, responsible, positive, and professional demeanor.
• Able to exercise independent judgement and problem-solving skills when determining the nature of an issue, how to resolve it, and when to collaborate with other departments when assistance is required.
• Continued education of applicable software, hardware, and networks to maintain advanced knowledge to efficiently support program requirements.

About Us: At OCH, we are more than just a government contracting firm; we are innovators and leaders in providing cutting-edge IT services and cybersecurity solutions. Driven by a set of fundamental values, we excel in creating secure, efficient, and forward-thinking solutions that empower the government agencies we work with. Our commitment to maintaining the highest standards of integrity, adapting swiftly to new challenges, and focusing on the people we serve ensures that we consistently exceed expectations and lead the industry in innovation and reliability.

What Defines Us:

• Integrity - We act with unwavering honesty, ensuring every decision is rooted ethically.
• Adaptable - We swiftly adapt to changes, seizing opportunities to innovate and lead.
• People-Focused - We prioritize relationships, championing growth and mutual success.
• Accountable - We own our outcomes, striving for excellence through continuous improvement.
• Collaborative - We cultivate teamwork, harnessing diverse talents to forge groundbreaking solutions.

Why Join Us?

Step into a role at OCH where your contributions make a tangible impact. Join a team that values creativity and initiative, offering a platform to transform the landscape of government IT services. Here, your work is not just a career-it's a mission. Embrace the opportunity to grow, innovate, and excel alongside industry leaders who are as passionate about technology as they are about making a difference. Plus, we offer a comprehensive benefits package designed to support your wellbeing and work-life balance, including:

• Paid time off and Holidays
• Medical, Dental, and Vision Insurance
• Paid Parental Leave
• Short-term disability, long-term disability, and life insurance - Employer Paid!
• 401(k)
• Additional Voluntary Life Insurance
• Tuition Reimbursement

& More!

E-Verify Participation: OCH Technologies, LLC is a participant of E-Verify to verify the identity and employment eligibility of newly hired employees.

Veteran’s Preference and Accessibility Statement : At OCH Technologies, we deeply respect and appreciate the unique skills and experiences that veterans bring to our team. As a federal contractor, we encourage qualified veterans to apply and provide preference where permitted by law. Your service and dedication are valued here.

We are committed to creating a workplace that is open, welcoming, and accessible to everyone. In accordance with the Americans with Disabilities Act (ADA) and Section 503 of the Rehabilitation Act, we provide reasonable accommodations throughout the hiring process to ensure individuals with disabilities can apply without barriers. If you need assistance or an accommodation, please contact us at [email protected].

OCH Technologies, LLC is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, disability, gender identity, or any other protected characteristic as outlined by federal, state, or local laws.