Help Desk Technician

Description

Concept Solutions is seeking a Help Desk Technician to support the Federal Aviation Administration’s (FAA) Command, Control, and Communications (C3) organization in Washington, DC.

The C3 organization plays a critical role in maintaining the FAA's operational readiness by providing the IT infrastructure, systems, and communications capabilities necessary to ensure situational awareness for FAA leadership. During national emergencies, natural disasters, system outages, or other operational disruptions, C3 is responsible for supporting the rapid restoration of essential communications services.

The Help Desk Technician will provide front-line technical assistance, troubleshooting, and customer support for FAA-supported applications, systems, and IT infrastructure at the Washington Operations Center.

This position requires a customer-focused IT professional who can effectively diagnose and resolve technical issues, support secure system operations, and deliver responsive technical assistance in a mission-critical environment. The ideal candidate is a proactive problem-solver who thrives in a collaborative, fast-paced setting and understands the importance of maintaining reliable IT services that support FAA operations.

Requirements

Technical Support & Troubleshooting

• Provide technical assistance and customer support to FAA personnel in person, by telephone, and through electronic support channels.
• Diagnose, troubleshoot, and resolve hardware, software, and system-related issues to minimize operational disruptions.
• Research technical questions and identify appropriate solutions using available knowledge bases, documentation, and IT resources.
• Guide users through troubleshooting procedures and recommend appropriate corrective actions.
• Support system updates, software installations, upgrades, and routine maintenance activities.
• Execute scripts for various software packages to support system operations and technical troubleshooting.

Help Desk Operations & Incident Management

• Respond to service requests and incidents in accordance with established help desk procedures and operational guidelines.
• Document, track, and manage technical support requests, including troubleshooting activities, actions taken, and final resolutions.
• Route unresolved issues to appropriate technical teams and coordinate escalations when additional expertise is required.
• Identify and escalate urgent or high-priority incidents requiring immediate attention.
• Maintain accurate records of help desk interactions, system issues, and resolutions.
• Stay informed of system changes, software updates, and emerging technical issues to provide effective user support.

IT Security & Access Management

• Develop and maintain a working knowledge of FAA IT security policies, procedures, and operational requirements.
• Recognize potential security vulnerabilities, unauthorized activities, and suspected security or privacy incidents.
• Follow established incident response procedures when identifying or reporting potential security breaches.
• Assist users in understanding and complying with FAA security policies, access requirements, and acceptable-use agreements.
• Implement and maintain appropriate user access controls using Active Directory, security groups, and related administrative tools.
• Apply least-privilege access principles to help protect FAA systems, networks, and sensitive information.
• Support compliance with established IT security practices and organizational requirements.