Jr. Technical Support Analyst

OCH Technologies LLC • Warrenton, VA

2d • $55,000 - $64,000 • Onsite

About The Position

OCH Technologies is seeking a Junior Technical Support Analyst for the National Airspace System (NAS) Aeronautical Information Management Enterprise System (NAIMES) program, supporting the Federal Aviation Administration (FAA). The analyst serves as a technical point of contact for user incident reports involving desktop, software, and infrastructure configurations, diagnosing issues and providing effective solutions. The role provides technical assistance related to computer systems, hardware, and software supporting aeronautical information management for the FAA.

This position is on-site at the FAA’s Air Traffic Control System Command Center (ATCSCC) in Warrenton, Virginia. It operates in a 24/7/365 environment, with rotating shifts and weekend and holiday coverage, and a typical 40-hour workweek. The analyst supports incident management, system monitoring, user account maintenance, software and hardware changes, stakeholder communications, and NAIMES applications. Responsibilities may evolve in support of team and organizational goals while remaining within the overall scope of the role.

Requirements

• High school diploma or GED.
• At least six years of relevant work experience.
• Experience providing operations and maintenance support, including help desk support, 24/7 operational support for system outages or corrective maintenance, and technology hardware or software refreshes.
• Ability to hold and maintain a Public Trust.
• Proficiency in Microsoft Office, including Word, PowerPoint, Excel, Access, and Outlook.
• Knowledge of Windows and Linux operating systems and a technical background in a help desk environment.
• Strong verbal and written communication skills.
• General experience in information system development and related work in client, server, application, or related fields.
• Excellent customer service skills and a dedicated, responsible, positive, and professional demeanor.
• Ability to exercise independent judgment and problem-solving skills to assess issues, determine resolutions, and collaborate with other departments when needed.
• Commitment to continued education in applicable software, hardware, and networks to maintain knowledge needed to support program requirements.
• Ability to work rotating shifts in a 24/7/365 environment, including weekend and holiday coverage.

Responsibilities

• Assist stakeholders in troubleshooting system and application issues; coordinate escalations to Level 2 or Level 3 support and communicate with users and stakeholders during troubleshooting.
• Initiate trouble tickets for stakeholder inquiries and assign priority or severity based on mission impact, site criticality, and the number of stakeholders affected.
• Support software and hardware upgrades, coordinate deployments and releases, notify stakeholders of maintenance, provide timely status updates, and validate applications following scheduled and unscheduled changes.
• Verify the operation of systems and components listed in Appendix A at least once per hour and document outcomes in the Shift Change Log.
• Email the Help Desk shift change log to FAA leads daily.
• Support IT safety, security, and service reliability by resolving routine and minor application and system support problems.
• Support Special Activity Airspace (SAA) programs by maintaining airspace altitudes, assigning airspace, and designating Published Times of Use (PTE).
• Facilitate FAA, military, and airport facility changes in NAIMES applications, including activations, deactivations, and name modifications.
• Respond to queries, isolate problems, and determine and implement solutions using troubleshooting techniques, incident work instructions, and standard operating procedures.
• Record incident reports in ticket management applications, including actions taken, resolution, root cause, and preventative action when determined.
• Manage stakeholder issues using SOPs, knowledge-based resources, metric reporting, escalation workflows, and ticket lifecycles.
• Provide front-end software application training to stakeholders on Special Use Airspace (SUA) and Notice to Airmen (NOTAM) origination and retrieval.
• Use diagnostic analytics to validate data integrity and report discrepancies to the customer for correction.
• Maintain the documentation repository and ensure technical work instructions are accurate and reliable.
• Provide first-level technical support by responding to calls, emails, and verbal requests about network and software application service inquiries.
• Coordinate and distribute maintenance notifications to stakeholders through government-approved methods at least 72 hours before scheduled maintenance.
• Collaborate with the Senior Technical Operations Watch Officer (STOWO), System Operations National Operations Manager (NOM), and National Operations Control Center (NOCC) NOM regarding system status, issues, and events.
• Provide 24/7/365 account maintenance for supported NAIMES applications, including creating accounts, disabling old accounts, resetting passwords, and unlocking accounts.
• Participate in FAA “Stand Up” briefings at the ATCSCC and advise the National Operations Manager of system status, issues, and events.
• Maintain an active list of valid email addresses for stakeholder, management, and user notification distribution.

Benefits

• Paid time off and holidays
• Medical insurance
• Dental insurance
• Vision insurance
• Paid parental leave
• Employer-paid short-term disability insurance
• Employer-paid long-term disability insurance
• Employer-paid life insurance
• 401(k)
• Additional voluntary life insurance
• Tuition reimbursement
• Comprehensive benefits package designed to support wellbeing and work-life balance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED