Mid-I Technical Support Analyst

About the role

OCH Technologies is seeking a 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 analyst will serve as the technical point of contact for troubleshooting and handling all user incident reports for various desktop, software, and infrastructure configurations, providing 24/7 assistance related to computer systems, hardware, and software for aeronautical information management.

Core Responsibilities & Duties

• Assist stakeholders with troubleshooting system/application issues, coordinate with Level 2/Level 3 support, and communicate status to users and stakeholders.
• Initiate trouble tickets, assign priority/severity based on mission impact, site criticality, and number of affected stakeholders.
• Support software/hardware upgrades, coordinate deployments and releases, issue maintenance notifications, and validate applications after scheduled or unscheduled changes.
• Verify systems and component operations (minimum hourly) and document outcomes in the Shift Change Log.
• Email a copy of the Help Desk shift change log to FAA Lead(s) daily.
• Support IT safety, security, and service reliability by resolving routine technical problems.
• Support Special Activity Airspace (SAA) programs through altitude maintenance, airspace assignment, and designation of Published Times of Use (PTE).
• Facilitate FAA, military, and airport facility changes within NAIMES applications (activation, deactivation, name modifications).
• Respond to queries, isolate problems, and implement solutions.
• Perform troubleshooting per incident work instructions and standard operating procedures.
• Record incident reports in ticketing applications, including actions taken, resolution, root cause, and preventative actions.
• Manage stakeholder issues using SOPs, knowledge‑base resources, metric reporting, and streamlined escalation workflows.
• Provide front‑end software application training on Special Use Airspace (SUA) and Notice to Airmen (NOTAM) origination and retrieval.
• Use diagnostic analytics to validate data integrity and report discrepancies for correction.
• Maintain a documentation repository ensuring technical work instructions are accurate and reliable.

Other Duties

• Serve as first‑level support for customers, handling calls, emails, and verbal requests regarding network and software application issues.
• Coordinate and distribute stakeholder notifications of scheduled maintenance (minimum 72 hours in advance) via approved methods.
• Collaborate with the Senior Technical Operations Watch Officer (STOWO), National Operations Manager (NOM), and National Operations Control Center (NOCC) on system status and events.
• Provide 24/7/365 account maintenance (new accounts, disabling, password resets, unlocks) for all NAIMES‑supported applications.
• Participate in FAA “Stand Up” briefings at the ATCSCC and advise the NOM of system status and issues.
• Maintain an active list of valid email addresses for stakeholder, management, and user notifications.

Requirements

• Education: Bachelor’s degree in engineering, mathematics, or science.
• Experience: Minimum three (3) years of relevant work experience, including operations & maintenance support, help‑desk duties, 24/7 operational support for system outages or corrective maintenance, and technology refreshes.
• Security Clearance: Ability to obtain and maintain a Public Trust clearance.
• Shift: Works in a 24/7/365 environment with rotating shifts, including weekends and holidays; typical 40‑hour workweek.

Skills

• Proficient with Microsoft Office suite (Word, PowerPoint, Excel, Access, Outlook).
• Knowledge of Windows and Linux operating systems; strong verbal and written communication.
• General experience in information system development and client/server/application environments.
• Excellent customer‑service orientation; dedicated, responsible, positive, and professional demeanor.
• Ability to exercise independent judgment, solve problems, and collaborate with other departments when needed.
• Commitment to continued education on relevant software, hardware, and networks to maintain advanced knowledge.

Schedule

Rotating 24/7/365 shifts, including weekend and holiday coverage, with a typical 40‑hour workweek.

Benefits

• 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) retirement plan
• Additional voluntary life insurance
• Tuition reimbursement and more

About OCH Technologies

OCH Technologies is a government‑contracting firm that delivers cutting‑edge IT services and cybersecurity solutions. Guided by core values of integrity, adaptability, people‑focus, accountability, and collaboration, OCH creates secure, efficient, and forward‑thinking solutions for government agencies. The company emphasizes high ethical standards, rapid adaptation