Help Desk Technician

Concept-Solution; Washington (District of Columbia); On-site; USD 42,000 - 65,000; Full time

Job summary

Concept Solutions seeks a Help Desk Technician to support the FAA's Command, Control, and Communications (C3) organization at the Washington, DC Operations Center. You will provide front-line IT support for FAA-supported applications, systems, and infrastructure in a mission-critical environment.

The role emphasizes customer-focused troubleshooting, incident management, and IT security compliance, with escalation to specialized teams as needed.

Qualifications

• Customer-focused IT professional capable of diagnosing and resolving issues.
• Experience supporting IT systems and security policies in a help desk context.
• Ability to document incidents and escalate appropriately.

Responsibilities

• Provide technical assistance to FAA personnel in person, by phone, and online.
• Diagnose and resolve hardware, software, and system issues to minimize downtime.
• Guide users through troubleshooting procedures and corrective actions.
• Support system updates, installations, upgrades and routine maintenance.
• Execute scripts to support system operations and troubleshooting.
• Respond to service requests and incidents per established procedures.
• Document, track, and manage support requests with resolutions.
• Route unresolved issues to appropriate teams and coordinate escalations.
• Identify high-priority incidents needing immediate attention.
• Maintain records of interactions, issues, and resolutions.
• Stay informed of system changes and updates to provide effective support.
• Develop knowledge of FAA security policies and compliance requirements.
• Recognize potential security vulnerabilities and report incidents.
• Follow incident response procedures when security concerns arise.
• Assist users with security requirements and acceptable-use guidelines.
• Implement and maintain Active Directory access controls.
• Apply least-privilege principles to protect systems and data.
• Support IT security compliance across operations.

Skills

Customer-focused

Communication skills

Problem-solving

Tools

Active Directory

Help desk software

Job description

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 upscale 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.