Jr. Technical Support Analyst

Description

OCH Technologies is seeking a highly skilled Junior 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.

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

• 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 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.

• 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…