Help Desk Support Technician

Job Description:

LS Technologies a Tetra Tech Company is seeking a Help Desk Support Technician. This position will become part of a team of professionals supporting the Federal Aviation Administrations (FAA). The Desk Technician will provide user support and customer service at the Washington Operations Center for FAA supported computer applications and platforms.

Job Duties & Responsibilities - Essential Job Functions may include (but are not limited to) the following:
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Position involves information systems engineering functional analysis of the Help Desk support for Notice to Airmen (NOTAM) Aeronautical Information Management Enterprise Systems (NAIMES) and Services. Support tasks included are:

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.

Required Qualifications - A successful candidate will have:

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.

Education:

Bachelors degree in engineering math and science. 4-8 years of additional professional experience may substitute for degree requirement.

Work Requirements and Additional Information:

Work Location: Warrenton VA

Position is: Completely in person

Work Hours: 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.

Travel: 10%

Background check: Must have the ability to obtain and maintain a public trust clearance which requires US Citizenship.

Physical Requirements:

Extended Computer Use: Regular and prolonged periods of working at a computer terminal.

Lifting and Carrying: Occasional lifting of equipment and materials weighing up to 50 pounds may be required during installations or maintenance.

Mobility: Ability to move around the office environment to access computer hardware networking equipment and server rooms.

Dexterity: Manual dexterity and visual acuity to operate computer equipment troubleshoot issues and perform tasks requiring precision.

Sitting/Standing: Both prolonged sitting and occasional standing may be required for troubleshooting and attending to system issues.

Primarily computer-based work; meetings or collaboration may be required.

About LS Technologies
At LS Technologies a Tetra Tech Company were enhancing our nations critical infrastructure by providing engineering technical and professional services to Federal Government agencies. The quality of our work deep technical expertise and genuine passion for public service sets us apart. As a growing organization we are expanding our benefits and communication with our employees offering add-ons that speak to our growing employees needs. Join us in delivering high-quality solutions and shaping the future of safety and innovation for our government 2024 we joined Tetra Tech enabling us to combine our expertise with the reach and resources of a prestigious global organization.

EEO Commitment

LS Technologies a Tetra Tech Company is proud to be an Equal Opportunity Employer. All qualified candidates will be considered without regard to race color religion national origin age disability sex marital or familial status status as a protected veteran or any other characteristic protected by law. Tetra Tech is a VEVRAA federal contractor and we request priority referral of veterans.
We invite applications from all interested parties.

Requesting an Accommodation
LS Technologies is committed to providing equal employment opportunities for persons with disabilities or religious observances including reasonable accommodation when needed. If you are hired by LS Technologies and require accommodation to perform the essential functions of your role you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with LS Technologies and have accommodation needs for a disability or religious observance please send us an email or speak with your recruiter.

Compensation (Pay Bands)
Salary at LST is determined by a wide array of factors such as (but not limited to) education certifications knowledge skills competencies and experience location and clearance level as well as contract-specific affordability and organizational requirements and applicable employment laws. Please note that the salary information is a general guideline only.
The projected compensation range for this position is provided within the posting and is based on full-time 40 hour/week status. Part-time staff receive compensation at an hourly rate. The estimated minimum and maximum displayed represents the broadest range for this position (inclusive of high geographic and high clearance requirements) and is just one component of LSTs total compensation package for employees. ** In compliance with local laws LS Technologies presents this reasonable compensation range as a guideline for roles in California Colorado New York or Washington D.C.
Benefits offered to all employees who work 30 hours per week: Medical Dental Vision Life Insurance Short-Term Disability Long-Term Disability 401(k) match Flexible Spending Accounts EAP Education Assistance Parental Leave Annual Leave and Holidays.

Life at Tetra Tech:

• The perks of working at Tetra Tech include:
• Comprehensive and market-competitive benefits.
• Merit-based financial rewards.
• Flexibility and company-wide commitment to work/life balance.
• Collaborative team atmosphere that values the contributions of all employees.
• Learning and development opportunities for ongoing professional growth.

About Tetra Tech:
Tetra Tech is the leader in water environment and sustainable infrastructure providing high-end consulting and engineering services for projects worldwide. With 30000 employees working together Tetra Tech provides clear solutions to complex problems by Leading with Science to address the entire water cycle protect and restore the environment design sustainable and resilient infrastructure and support the clean energy transition.

Explore our open positions at Follow us on social media to learn more about our people culture and opportunities:
LinkedIn: TetraTechCareers; X (Twitter): @TetraTechJobs

Required Experience:

IC