Help Desk Support Technician

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

• 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
• Coordinate and distribute notification to stakeholders of scheduled maintenance activities via government approved methods (e.g., email and/or ticketing system)
• 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
• Manage NAIMES stakeholder issues using SOPs and knowledge-based resources, metric reporting, streamlined escalation workflow, and manageable ticket life cycles
• 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 report all discrepancies to the customer for correction
• Maintain documentation repository ensuring technical work instructions and are accurate and reliable

• Five years’ relevant experience in a help desk environment. (Six years preferred)
• Must be proficient in Microsoft Office suite including, but not limited to:
  Word, PowerPoint, Excel, Access, and Outlook.
• Must be willing and able to work a rotating shift schedule (24/7/365 operations, rotating shifts, 8 to 10 hours a day, 40 hours a week) to include nights and weekends, and holidays
• 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
• 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 judgment and problem-solving skills when determining the nature of an issue, how to resolve it, and when collaborating with other departments when assistance is required
• Continued education of applicable software, hardware, and networks to maintain advanced knowledge to efficiently support program requirements
• Familiarity with Patch Management Tools (WSUS, Ivanti, Big Fix, etc.), McAfee Security Tools (Endpoint Security, Endpoint Encryption, ePolicy Orchestrator) and general knowledge of Private Key Infrastructure including Non-Person Entity and end user certificates
• Familiarity with Hyper-V is highly desirable

Bachelor's degree in…