Technical Support

OCH Technologies is seeking a Technical Support professional in support of an FAA program. The role is responsible for monitoring system health, responding to and resolving technical issues, maintaining outage and incident documentation, and supporting rotational after hours on call coverage. The position serves as the first point of contact for all help desk requests and escalates issues as needed.

This posting is intended to build a talent pipeline for anticipated future opportunities.

Location:

Remote

Core Responsibilities & Duties

• Participate in after hours on call rotation including evenings and weekends.
• Serve as the first point of contact for all incoming help desk requests, performing initial triage, troubleshooting, and resolution or escalation.
• Monitor and analyze system logs, alerts, and telemetry to proactively identify and address potential failures before they impact operations.
• Develop, maintain, and track outage logs capturing incident details, root causes, corrective actions, and resolution times.
• Prepare and deliver resolution reports documenting outages, corrective measures, and lessons learned.
• Conduct root cause and impact analysis of all significant outages and submit detailed reports to program management and stakeholders.
• Interface directly with end users and stakeholders to provide real time monitoring, troubleshooting, and issue resolution.
• Log, track, and document all help desk requests with sufficient detail to support root cause analysis, service level reporting, and performance tracking.
• Perform monthly performance analysis of help desk operations, including response times, resolution rates, and stakeholder satisfaction metrics.
• Identify trends and recurring issues through ongoing analysis of help desk data and provide recommendations for corrective actions, system improvements, and preventive measures.
• Provide continuous service improvement support including recommending and implementing best practices, automation opportunities, and process enhancements to reduce downtime and improve response efficiency.
• Provide quarterly summaries of help desk request logs and workload summaries.

Responsibilities may evolve over time to support team and organizational goals, but will remain consistent with the overall scope of the role.