Help Desk Support Specialist

Overview

LS Technologies, a Tetra Tech Company, is seeking a Help Desk Support Technician. This position will become part of a team supporting the Federal Aviation Administration (FAA). The Desk Technician will provide user support and customer service at the Washington Operations Center for FAA supported computer applications and platforms.

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 and functional analysis of the Help Desk support for NOTAM and NAIMES services. Support tasks include:

• Assist stakeholders with troubleshooting system/application issues; coordinate with Level 2/Level 3 support for issues requiring escalation; communicate with users and stakeholders during troubleshooting
• Initiate Trouble Tickets for stakeholder enquiries and assign a priority/severity level based on impact to the NAIMES mission capability, site criticality, and number of stakeholders affected
• Support software/hardware upgrades and coordinate software deployments and upcoming releases for NAIMES systems; provide maintenance notifications and real-time/near real-time updates to impacted stakeholders; conduct software applications validations after scheduled and unscheduled changes
• Verify systems and components listed in Appendix A at least hourly and document outcomes in the Shift Change Log; email the log to FAA Leads daily
• Support IT safety, security, and service reliability; resolve routine and minor technical problems related to application/system support
• Support Special Activity Airspace (SAA) programs by performing airspace altitude maintenance, airspace assignment, and designating Published Times of Use (PTE)
• Facilitate FAA, Military, and Airport facility changes within NAIMES applications (activation, deactivation, name modifications)
• Respond to queries, isolate problems, and determine and implement solutions
• Perform troubleshooting techniques in conjunction with incident work instructions and standard operating procedures
• Record incident reports through ticket management applications, including actions taken, resolution, root cause, and preventative actions if determined
• Coordinate and distribute notification of scheduled maintenance activities to stakeholders via government-approved methods (e.g., email or ticketing system)
• Collaborate with listed leadership (STOWO, NOM, NOCC NOM) on system status and current issues/events
• Provide 24/7/365 account maintenance for all NAIMES supported applications (new accounts, disabling old accounts, password resets, unlocks)
• Manage NAIMES stakeholder issues using SOPs, knowledge-based resources, metric reporting, escalation workflow, and ticket life cycles
• Provide stakeholders front-end software training on Special Use Airspace (SUA) and NOTAM origination and retrieval
• Use diagnostic analytics to validate data integrity and report discrepancies to the customer for correction
• Maintain documentation repository to ensure technical work instructions are accurate and reliable

A successful candidate will have:

• Five years' relevant experience in a help desk environment (six years preferred)
• Proficiency in Microsoft Office suite (Word, PowerPoint, Excel, Access, Outlook)
• Willingness and ability to work a rotating shift schedule (24/7/365) including nights, weekends, and holidays
• Experience providing operations & maintenance support, including 24/7 operational support for outages or corrective maintenance, and supporting hardware/software refreshes
• Knowledge of Windows/Linux operating systems with strong verbal and written communication skills
• General experience in information system development and related fields
• Excellent customer service skills and professional demeanor
• Ability to exercise independent judgment and problem-solving; collaborate with other departments as needed
• Commitment to continuing education of software, hardware, and networks to support program requirements
• Familiarity with Patch Management Tools (e.g., WSUS, Ivanti, Big Fix), McAfee…