Mid-I Technical Support Analyst

OCH Technologies LLC • Warrenton, VA

5h • Onsite

About The Position

We are 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.

Requirements

• Bachelor’s degree in engineering, Math, or Science
• 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
• Candidate must have the ability to hold and maintain a Public Trust
• 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.

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.
• 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.
• 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.

Benefits

• 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

What This Job Offers

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