Mission-Critical FAA Help Desk Technician (DC)

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

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.