Help Desk Technician
About The Position
Concept Solutions is seeking a Help Desk Technician to support the Federal Aviation Administration’s (FAA) Command, Control, and Communications (C3) organization in Washington, DC. C3 maintains IT infrastructure, systems, and communications capabilities that support FAA leadership’s situational awareness and the restoration of essential communications services during emergencies, natural disasters, system outages, and other operational disruptions. The technician will provide front-line technical assistance, troubleshooting, and customer support for FAA-supported applications, systems, and IT infrastructure at the Washington Operations Center. The role requires a customer-focused IT professional who can diagnose and resolve technical issues, support secure system operations, and deliver responsive assistance in a mission-critical environment. The ideal candidate is a proactive problem-solver who works well in a collaborative, fast-paced setting and understands the importance of reliable IT services to FAA operations.
Responsibilities
- Provide technical assistance and customer support to FAA personnel in person, by telephone, and through electronic support channels.
- Diagnose, troubleshoot, and resolve hardware, software, and system-related issues to minimize operational disruptions.
- Research technical questions and identify solutions using knowledge bases, documentation, and IT resources.
- Guide users through troubleshooting procedures and recommend corrective actions.
- Support system updates, software installations, upgrades, and routine maintenance activities.
- Execute scripts for various software packages to support system operations and technical troubleshooting.
- Respond to service requests and incidents according to help desk procedures and operational guidelines.
- Document, track, and manage technical support requests, including troubleshooting activities, actions taken, and resolutions.
- Route unresolved issues to appropriate technical teams and coordinate escalations when additional expertise is required.
- Identify and escalate urgent or high-priority incidents requiring immediate attention.
- Maintain accurate records of help desk interactions, system issues, and resolutions.
- Stay informed of system changes, software updates, and emerging technical issues to provide effective user support.
- Develop and maintain working knowledge of FAA IT security policies, procedures, and operational requirements.
- Recognize potential security vulnerabilities, unauthorized activities, and suspected security or privacy incidents.
- Follow established incident response procedures when identifying or reporting potential security breaches.
- Assist users in understanding and complying with FAA security policies, access requirements, and acceptable-use agreements.
- Implement and maintain user access controls using Active Directory, security groups, and related administrative tools.
- Apply least-privilege access principles to help protect FAA systems, networks, and sensitive information.
- Support compliance with established IT security practices and organizational requirements.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
