Mid II- Technical Support Analyst

Position Overview

OCH Technologies is 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 problems 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 initiating all user incident reports for various desktop, software, and infrastructure configurations. It is a 24/7, 365‑day technical assistance role handling computer systems, hardware, and software related to aeronautical information management for the FAA.

On‑site: FAA’s Air Traffic Control System Command Center (ATCSCC) in Warrenton, VA

• Assist stakeholders with troubleshooting system/application issues and coordinate with Level 2/Level 3 support for further escalation.
• Initiate Trouble Tickets for stakeholder enquiries and assign a priority/severity level based on impact to NAIMES mission capability.
• Support software/hardware upgrades, coordinate deployments and releases, and conduct validations of applications following changes.
• Verify system component operations listed in Appendix A at least once per hour and log outcomes in the Shift Change Log.
• Send daily copy of help‑desk shift change log to FAA Lead(s).
• Support IT safety, security, and service reliability, resolving routine and minor technical problems.
• 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, and name modifications).
• Respond to queries, isolate problems, and implement solutions.
• Apply troubleshooting techniques per incident work instructions and standard operating procedures.
• Record incident reports in ticket management applications, including actions taken, resolution, root cause, and preventative action if identified.
• Manage NAIMES stakeholder issues using SOPs and knowledge‑based resources, metrics reporting, and streamlined escalation workflow.
• Provide training 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 a documentation repository ensuring technical work instructions are accurate and reliable.

• Serve as first‑level support for customers seeking technical assistance; respond to calls, emails, and verbal requests regarding network and software application issues.
• Coordinate and distribute notification to stakeholders of scheduled maintenance activities via approved methods at least 72 hours in advance.
• Collaborate with the Senior Technical Operations Watch Officer, System Operations National Operations Manager, and National Operations Control Center to report system status and current issues/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 of system status and events.
• Maintain an active list of valid e‑mail addresses for stakeholder, management, and user notification distribution.

• Bachelor’s degree in engineering, mathematics, or science.
• Minimum of five (5) years of relevant work experience.
• Experience providing operations & maintenance support, including help‑desk 24/7 support for system outages, corrective maintenance, and technology refreshes.

Candidate must have the ability to hold and maintain a Public Trust clearance.

Position operates within a 24/7/365 environment and requires rotating shifts, including weekend and holiday coverage, with a typical 40‑hour workweek.