Mid II- Technical Support Analyst

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 user reported problems, identifying the root cause, and providing effective solutions.

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 escalations and communicate with users and stakeholders.
• Initiate trouble tickets for stakeholder enquiries and assign a priority/severity level based on impact to NAIMES mission capability.
• Support the implementation of software/hardware upgrades; coordinate deployments and releases; maintain real‑time updates to stakeholders; conduct software validation of scheduled and unscheduled changes.
• Verify systems and system component operations listed in Appendix A at least hourly; document outcomes 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; resolve routine and minor technical problems related to application/system support.
• Support Special Activity Airspace (SAA) programs by performing airspace altitude maintenance, 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, determine and implement solutions.
• Perform troubleshooting techniques using incident work instructions and SOPs.
• Record incident reports through ticketing applications, including actions taken, resolution, root cause, and preventative actions.
• Manage NAIMES stakeholder issues using SOPs, knowledge‑based resources, metric reporting, and ticket lifecycle management.
• Provide front‑end software application training to stakeholders on Special Use Airspace (SUA) and Notice to Airmen (NOTAM) origination and retrieval.
• Use diagnostic analytics to validate data integrity; report discrepancies to customer for correction.
• Maintain 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.
• Coordinate and distribute notification to stakeholders of scheduled maintenance via approved methods at least 72 hours in advance.
• Collaborate with Senior Technical Operations Watch Officer (STOWO), National Operations Manager (NOM), and NOCC NOM on system status and issues.
• Provide 24/7/365 account maintenance for all NAIMES supported applications.
• Participate in all FAA “Stand Up” briefings at the ATCSCC and advise the NOM of system status.
• Maintain an active list of valid email addresses for stakeholder, management, and user notifications.

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

• 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 support, 24/7 operational support for system outages or corrective maintenance, and technology refreshes.
• Candidate must be able to hold and maintain a Public Trust security clearance.

• Proficient in Microsoft Office suite:
  Word, PowerPoint, Excel, Access, and Outlook.
• Knowledge of Windows/Linux operating systems with a help‑desk technical background; strong verbal and written communication skills.
• General experience in information system development and work in client‑server, application, or related fields.
• Excellent customer service skills; positive, responsible, and professional demeanor.
• Independent judgment and problem‑solving skills when determining the nature of an issue and when to collaborate with other…