Mid II- Technical Support Analyst

Mid-level Technical Support Analyst

OCH Technologies is seeking a highly skilled analyst to support the National Airspace System (NAS) Aeronautical Information Management Enterprise System (NAIMES) program for the Federal Aviation Administration (FAA). The role requires troubleshooting, problem solving, and providing effective solutions for a range of desktop, software, and infrastructure issues.

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 escalation.
• Initiate Trouble Tickets for stakeholder inquiries and assign priority/severity based on mission impact.
• Support software/hardware upgrades and coordinate deployments, providing real‑time updates to stakeholders.
• Verify systems and components as outlined in Appendix A hourly and document outcomes in the Shift Change Log.
• Email a copy of the Help Desk shift change log to FAA Lead(s) daily.
• Address routine and minor technical problems related to applications and systems.
• Support Special Activity Airspace (SAA) programs by maintaining airspace data and designating Published Times of Use.
• Facilitate FAA, Military, and Airport facility changes within NAIMES applications.
• Respond to queries, isolate problems, and implement solutions.
• Apply troubleshooting techniques using incident work instructions and SOPs.
• Record incident reports, actions taken, resolutions, root causes, and preventive actions.
• Manage stakeholder issues using SOPs, knowledge resources, and metric reporting.
• Provide front‑end training on Special Use Airspace (SUA) and Notice to Airmen (NOTAM) origination and retrieval.
• Use diagnostic analytics to validate data integrity and report discrepancies.
• Maintain accurate technical work instruction documentation.

• Serve as first‑level support for technical assistance requests via calls, emails, and verbal inquiries.
• Cooperate with Senior Technical Operations Watch Officer (STOWO), National Operations Manager (NOM), and NOCC to report system status and current issues.
• Maintain 24/7/365 account support for NAIMES applications.
• Participate in FAA “Stand Up” briefings to advise NOM on system status.
• Maintain a current list of stakeholder email addresses for notifications.

• Bachelor’s degree in engineering, mathematics, or science.

• Minimum of five years of relevant work experience.
• Experience providing operations and maintenance support, including 24/7 helpdesk support for system outages and technology refreshes.

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

Position operates within a 24/7/365 environment with rotating shifts, including weekends and holidays, for a typical 40‑hour workweek.

• Proficient in Microsoft Office suite (Word, PowerPoint, Excel, Access, Outlook).
• Knowledge of Windows/Linux operating systems with help‑desk experience.
• Experience in information system development and related fields.
• Excellent customer service skills and professional demeanor.
• Independent judgment and problem‑solving abilities.
• Ongoing education to maintain advanced knowledge of software, hardware, and networks.

• Paid time off and holidays
• Medical, dental, and vision insurance
• Paid parental leave
• Short‑term disability, long‑term disability, and life insurance – Employer paid
• 401(k) plan
• Additional voluntary life insurance
• Tuition reimbursement

OCH Technologies, LLC participates in E‑Verify to verify the identity and employment eligibility of newly hired employees.

OCH Technologies appreciates the unique skills of veterans and encourages qualified veterans to apply. The company provides reasonable accommodations throughout the hiring process to ensure individuals with disabilities can apply without barriers.

OCH Technologies, LLC is a proud equal‑opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, disability, gender identity, or any other protected characteristic as outlined by federal, state, or local laws.

Compensation ranges are provided in accordance with applicable pay transparency laws. Individual offers are based on qualifications, experience, skills, internal equity, education, and demonstrated alignment with the requirements of the role.