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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support - **Company:** OCH Technologies LLC - **Location:** Leesburg, VA, United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Confluence, JIRA, Microsoft Outlook, Cloud Computing, Databases, Linux, Monitoring of Systems, Log Analysis, Microsoft Office, Nagios, Network Architecture, Microsoft PowerPoint, SC Clearance, Atlassian Tools, Network Server - **Published:** May 13, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=4d6633f2e57e6c28 ## About the Role Do you have experience in Windows?, Do you have a High school diploma or GED?, High School Diploma or GED Experience: * A minimum of ten (10)+ years of relevant experience * Experience providing help desk support * Ability to troubleshoot and resolve common technical issues across Linux, Windows, and network infrastructure, and escalate complex issues appropriately * Experience monitoring systems using log analysis, alerting tools, and telemetry platforms * Experience producing clear, detailed incident documentation including root cause analysis and resolution reports * Experience with ticketing and asset tracking systems * Strong communication skills with the ability to interface with end users, stakeholders, and management Security Clearance Requirement: Candidate must have the ability to hold and maintain a Secret Clearance, * Prior government contract experience, particularly supporting FAA, DoD, DHS, or other federal agencies. * Experience with Atlassian (Jira, Confluence, Assets/Insight) * Knowledge of IT Infrastructure concepts (networking, servers, databases, cloud) * Experience maintaining and creating detailed documentation * CompTIA A+, Network +, or Security + certification Other Required Skills and Abilities * Must be able to effectively communicate with customers and fulfill all duties and responsibilities as listed in the contract. * Must be proficient in Microsoft Office suite including, but not limited to: Word, PowerPoint, Excel, Outlook. ## Description 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., * 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., * Integrity - We act with unwavering honesty, ensuring every decision is rooted ethically. * Adaptable - We swiftly adapt to changes, seizing opportunities to innovate and lead. * People-Focused - We prioritize relationships, championing growth and mutual success. * Accountable - We own our outcomes, striving for excellence through continuous improvement. * Collaborative - We cultivate teamwork, harnessing diverse talents to forge groundbreaking solutions. ## Related Videos - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Technical Documentation For Developers](https://www.wearedevelopers.com/magazine/128-technical-documentation-for-developers) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)