Help Desk Technician

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.

 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.

 Education & Experience

• Bachelor's degree in a relevant field, such as Information Technology, Computer Science, Information Systems, or a related technical discipline.
• Minimum of 3 years of relevant experience providing technical support in a help desk, IT service desk, or comparable technical support environment.
• An additional 8 years of relevant experience may be substituted for the bachelor's degree.

Technical Knowledge & Skills

• Experience supporting and troubleshooting Windows 11 environments, including security configuration and system administration.
• Working knowledge of Microsoft Active Directory, security groups, and user account administration.
• Understanding of least-privilege access principles and secure user access management.
• Knowledge of IT security architecture and technologies, including firewalls, Intrusion Detection Systems (IDS), Virtual Private Networks (VPNs), and antivirmalware protection solutions.
• Familiarity with LAN/WAN environments, network design concepts, and general internetworking technologies.
• Ability to diagnose and resolve hardware, software, connectivity, and user access issues.
• Ability to execute scripts and support software updates and system upgrades.
• Ability to maintain accurate technical documentation and follow established support procedures.

Professional Skills

• Strong customer service and interpersonal communication skills, with the ability to assist users of varying technical backgrounds.
• Effective troubleshooting, analytical thinking, and problem-solving abilities.
• Ability to prioritize competing service requests and recognize issues requiring immediate escalation.
• Strong attention to detail and commitment to following established security and operational procedures.
• Ability to work both independently and collaboratively in a mission-critical IT support environment.

Work Location and Schedule

• Location: Washington, DC — FAA Washington Operations Center.
• Schedule: Full-time position requiring a rotating shift schedule, including nights and weekends.
• Travel: Approximately 5–10% travel required.
• Security Clearance: Applicants must possess and maintain an active Secret clearance or higher.
• Compensation: $80,000–$87,000 annually

Founded in 1999 and headquartered in Reston, Virginia, Concept Solutions, LLC (CS) is a leading small business in technology, engineering, and management consulting. We are the innovative and agile force behind strategic solutions that enhance organizational efficiency and safeguard our nation across Aerospace, Defense, and National Security sectors.

For over 25 years, CS has been a trusted partner for the Federal Aviation Administration (FAA), Department of Homeland Security (DHS), Department of Justice (DOJ), Department of Defense (DoD) and other federal agencies delivering vital IT, security, and project management services.

Our commitment to excellence is reflected in our adherence to CMMI-DEV ML3, ISO 9001:2015, ISO/IEC 20000-1:2018, and ISO/IEC 27001-1:2013 standards. CS boasts company highlights that include:

• Over two decades of experience across over $300 million in contract awards supporting critical FAA programs
• Multiple contract vehicles providing opportunities across FAA, DoD, NOAA, and other Federal agencies
• Innovation Council - CS maintains an active Internal Research and Development (IR&D) program that is geared towards identifying emerging technologies and pursuing technological innovations

At CS, we know our success stems from our talented team. That’s why we prioritize the wellbeing and growth of our employees, fostering a positive culture centered on innovation, engagement, and career development.

Benefits: Concept Solutions offers a competitive benefits and salary package you would receive from a large company. We offer health, dental, vision and life insurance, as well as a comprehensive 401(k) plan with matching and immediate vesting.

Concept Solutions is an Equal Opportunity Employer, and we value workplace diversity. We invite resumes from all interested parties and consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, sexual preference, personal appearance, family responsibility, the presence of a non-job-related medical condition or physical disability, matriculation, political affiliation, veteran status, or any other legally protected status. Concept Solutions is a VEVRAA federal contractor, and we request priority referral of veterans for available positions.