LS Technologies · 23 hours ago
Help Desk Support Technician
Warrenton, VA
Full-time
Onsite
Mid, Senior Level
$45K/yr - $52K/yr
5+ years expLS Technologies, a Tetra Tech Company, is seeking a Help Desk Support Technician to support the Federal Aviation Administration's (FAA). The role involves providing user support and customer service for FAA supported computer applications and platforms, troubleshooting issues, and managing stakeholder communications.
ConsultingCRMInformation TechnologyLogistics
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
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
Coordinate and distribute notification to stakeholders of scheduled maintenance activities via government approved methods (e.g., email and/or ticketing system)
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
Support Special Activity Airspace (SAA) programs by performing airspace altitude maintenance, airspace assignment, and by designating Published Times of Use (PTE)
Manage NAIMES stakeholder issues using SOPs and knowledge-based resources, metric reporting, streamlined escalation workflow, and manageable ticket lifecycles
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
Qualification
Required
Five years' relevant experience in a help desk environment. (Six years preferred)
Must be proficient in Microsoft Office suite including, but not limited to: Word, PowerPoint, Excel, Access, and Outlook
Must be willing and able to work a rotating shift schedule (24/7/365 operations, rotating shifts, 8 to 10 hours a day, 40 hours a week) to include nights and weekends, and holidays
Experience providing operations & maintenance support, including supporting helpdesk, providing 24/7 operational support for system outages or corrective maintenance, and supporting technology (hardware/software) refreshes
Knowledge of Windows/Linux operating systems with a technical background in a help desk environment, possessing strong verbal & written communication skills
General experience in information system development and other work in the client, server, application, or related fields
Excellent customer service skills, dedicated, responsible, positive, and professional demeanor
Able to exercise independent judgment and problem-solving skills when determining the nature of an issue, how to resolve it, and when collaborating with other departments when assistance is required
Continued education of applicable software, hardware, and networks to maintain advanced knowledge to efficiently support program requirements
Familiarity with Patch Management Tools (WSUS, Ivanti, BigFix, etc.), McAfee Security Tools (Endpoint Security, Endpoint Encryption, ePolicy Orchestrator) and general knowledge of Private Key Infrastructure including Non-Person Entity and end user certificates
Familiarity with Hyper-V is highly desirable
Bachelor's degree in engineering, math, and science. 4-8 years of additional professional experience may substitute for degree requirement
Benefits
Medical
Dental
Vision
Life Insurance
Short-Term Disability
Long-Term Disability
401(k) match
Flexible Spending Accounts
EAP
Education Assistance
Parental Leave
Annual Leave
Holidays
Company
LS Technologies
LS Technologies, LLC is an aviation firm providing air traffic management, emergency and technical operations, and business services.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2024-02-22Acquired
Leadership Team
Sergio Fernandes
Chief Financial Officer
James Little
President
Company data provided by crunchbase