Jr. Technical Support Analyst

OCH Technologies • Warrenton, VA

1d • Onsite

About The Position

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

This position is based onsite 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, including weekends and holidays, and a typical 40-hour workweek. The analyst provides first-level support, manages incident tickets and escalations, supports system changes and application validations, maintains system and user documentation, and assists stakeholders with NAIMES applications. The role also includes account maintenance, stakeholder notifications and training, and participation in FAA briefings.

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 work involving 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 determine the nature of issues, resolve them, and collaborate with other departments when needed.
• Commitment to continued education about applicable software, hardware, and networks to maintain the knowledge needed to support program requirements.
• Availability for rotating shifts in a 24/7/365 environment, including weekend and holiday coverage.

Responsibilities

• Assist stakeholders with troubleshooting system and application issues; coordinate escalations to Level 2 or Level 3 support and communicate with users and stakeholders about 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 software deployments and releases, and notify impacted stakeholders of maintenance and changes.
• Conduct application validations following scheduled and unscheduled changes.
• Verify listed systems and components at least once per hour and document results in the Shift Change Log; email the log to FAA leads daily.
• Resolve routine and minor technical problems related to application and system support while supporting IT safety, security, and service reliability.
• Support Special Activity Airspace (SAA) programs through airspace altitude maintenance, airspace assignment, and designation of 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 applicable 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 lifecycle management.
• 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.
• Serve as first-level support by responding to calls, emails, and verbal requests concerning network and software application service inquiries.
• Distribute stakeholder notifications of scheduled maintenance through government-approved methods at least 72 hours before 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 regarding system status and current issues or events.
• Provide 24/7/365 account maintenance for supported applications, including creating accounts, disabling accounts, resetting passwords, and unlocking accounts.
• Participate in FAA “Stand Up” briefings at the ATCSCC and advise the NOM of system status and current issues or events.
• Maintain an active list of valid email addresses for stakeholder, management, and user notification distribution.

Benefits

• Paid time off and holidays.
• Medical, dental, and vision insurance.
• Paid parental leave.
• Employer-paid short-term disability, long-term disability, and life insurance.
• 401(k).
• Additional voluntary life insurance.
• Tuition reimbursement.

What This Job Offers

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