Intelligence Tool User Support Specialist

Amatriot Group, LLC; Sterling (VA); On-site; USD 100,000 - 140,000; Full time

Job summary

Amatriot Group, LLC in Sterling, VA seeks a 24/7 Intelligence Tool User Support Specialist to keep critical IC applications like ChatSurfer and Bodhi running. Your Military or IC experience will guide operational support and rapid problem solving.

You will provide first-line help to intelligence professionals, handle real-time troubleshooting, and coordinate with developers to maintain mission-critical systems around the clock, including nights and holidays.

Qualifications

• 3+ years of Military or IC experience in at least one intelligence discipline.
• Experience with IC tools Bodhi, ChatSurfer, FADE, Thresher.
• Excellent problem-solving and communication abilities.
• Willingness to work 24/7 shift rotations including nights/weekends/holidays.

Responsibilities

• Provide exceptional Customer Service to Intelligence professionals using your operational Intelligence Community knowledge
• Solve Problems in real-time through first-line troubleshooting issues
• Support Mission-critical Systems 24/7 through rotating shifts (including nights, weekends, and holidays)
• Bridge the Gap between users and developers with your intelligence expertise
• Monitor and maintain applications across multiple domains, including our coalition support environments
• Keep Intelligence Tools running when users need them most
• Apply your operational knowledge to help users maximize these powerful applications
• Quickly diagnose and resolve issues before they impact mission success
• Communicate technical concepts clearly to intelligence professionals
• Contribute valuable field expertise to enhance future software development

Skills

Customer service

Problem solving

Communication skills

Shift flexibility

Tools

Bodhi

ChatSurfer

FADE

Thresher

Grafana

Kibana

Job description

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Location: Sterling, VA
Security Clearance: Active TS/SCI CI Poly [Required]
Job Type: Full-Time

Target Salary Range*:$100,000 - $140,000

*This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary

Position Overview:

Join the Makalu team as a 24/7 Intelligence Tool User Support Specialist, where your Military or Intelligence Community experience becomes mission-critical. We need your expertise to keep our vital Intelligence Applications like ChatSurfer and Bodhi running smoothly around the clock!

Key Responsibilities:

• Provide exceptional Customer Service to Intelligence professionals using your operational Intelligence Community knowledge
• Solve Problems in real-time through first-line troubleshooting issues
• Support Mission-critical Systems 24/7 through rotating shifts (including nights, weekends, and holidays)
• Bridge the Gap between users and developers with your intelligence expertise
• Monitor and maintain applications across multiple domains, including our coalition support environments
• Keep Intelligence Tools running when users need them most
• Apply your operational knowledge to help users maximize these powerful applications
• Quickly diagnose and resolve issues before they impact mission success
• Communicate technical concepts clearly to intelligence professionals
• Contribute valuable field expertise to enhance future software development

Qualifications:

Experience:

• 3+ years of Military or Intelligence Community experience with expertise in at least one intelligence discipline
• Experience with common IC tools such as Bodhi, ChatSurfer, FADE, Thresher
  Customer Service Mindset
• Outstanding Problem-Solving Abilities and Communication Skills
• Flexibility for 24/7 Shift Rotations covering nights, weekends, and holidays
• CompTIA Security + within 3 months of start
• Desire and ability to learn basic technical troubleshooting, which may include
  • Cloud Monitoring
  • Dashboard monitoring
  • System changes (requires Privileged User Access

Certifications:

• Must be willing to obtain a CompTIA Security + within 3 months of start date.

Preferred Qualifications:

• Experience with Grafana, Kibana, or similar monitoring tools
• Familiarity with ChatSurfer and/or Bodhi Applications