Jr. Technical Support Analyst

Apply Job Type Full-time 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. Location : On-site: FAA’s Air Traffic Control System Command Center (ATCSCC) in Warrenton, VA Core Responsibilities & Duties: 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…