Help Desk Support Technician

LS Technologies • Warrenton, VA

6d • Onsite

About The Position

LS Technologies, a Tetra Tech Company, is seeking a Help Desk Support Technician. This position will become part of a team of professionals supporting the Federal Aviation Administration's (FAA). The Desk Technician will provide user support and customer service at the Washington Operations Center for FAA supported computer applications and platforms. Job Duties & Responsibilities - Essential Job Functions may include (but are not limited to) the following: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Position involves information systems engineering, functional analysis of the Help Desk support for Notice to Airmen (NOTAM) Aeronautical Information Management Enterprise Systems (NAIMES) and Services. Support tasks included are: 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. Coordinate and distribute notification to stakeholders of scheduled maintenance activities via government approved methods (e.g., email and/or ticketing system). 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. Support Special Activity Airspace (SAA) programs by performing airspace altitude maintenance, airspace assignment, and by designating Published Times of Use (PTE) 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 report all discrepancies to the customer for correction Maintain documentation repository ensuring technical work instructions and are accurate and reliable.

Requirements

• Five years' relevant experience in a help desk environment. (Six years preferred)
• Must be proficient in Microsoft Office suite including, but not limited to: Word, PowerPoint, Excel, Access, and Outlook.
• Must be willing and able to work a rotating shift schedule (24/7/365 operations, rotating shifts, 8 to 10 hours a day, 40 hours a week) to include nights and weekends, and holidays.
• 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.
• 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 judgment and problem-solving skills when determining the nature of an issue, how to resolve it, and when collaborating with other departments when assistance is required.
• Continued education of applicable software, hardware, and networks to maintain advanced knowledge to efficiently support program requirements
• Familiarity with Patch Management Tools (WSUS, Ivanti, BigFix, etc.), McAfee Security Tools (Endpoint Security, Endpoint Encryption, ePolicy Orchestrator) and general knowledge of Private Key Infrastructure including Non-Person Entity and end user certificates.
• Must have the ability to obtain and maintain a public trust clearance, which requires US Citizenship.

Nice To Haves

• Familiarity with Hyper-V is highly desirable.

Responsibilities

• 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.
• Coordinate and distribute notification to stakeholders of scheduled maintenance activities via government approved methods (e.g., email and/or ticketing system).
• 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.
• Support Special Activity Airspace (SAA) programs by performing airspace altitude maintenance, airspace assignment, and by designating Published Times of Use (PTE)
• 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 report all discrepancies to the customer for correction
• Maintain documentation repository ensuring technical work instructions and are accurate and reliable.

Benefits

• Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) match, Flexible Spending Accounts, EAP, Education Assistance, Parental Leave, Annual Leave, and Holidays.
• Comprehensive and market-competitive benefits.
• Merit-based financial rewards.
• Flexibility and company-wide commitment to work/life balance.
• Collaborative team atmosphere that values the contributions of all employees.
• Learning and development opportunities for ongoing professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level