Intelligence Tool User Support Specialist

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

Job summary

The Amatriot Group is seeking a 24/7 Intelligence Tool User Support Specialist in Sterling, VA. You will leverage Military or Intelligence Community experience to keep critical applications like ChatSurfer and Bodhi running around the clock, providing first-line troubleshooting and exceptional customer service to intelligence professionals.

Responsibilities include real-time issue diagnosis, rotating shifts including nights and weekends, and bridging users with developers.

Qualifications

• 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)

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

Military/IC experience

Problem-solving

Communication skills

Shift work readiness

CompTIA Security+ within 3 months

Basic technical troubleshooting

Cloud monitoring

Dashboard monitoring

Tools

Bodhi

ChatSurfer

FADE

Thresher

Job description

Location: Sterling, VA

Security Clearance: Active TS/SCI CI Poly [Required]

Job Type: Full-Time

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

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

• 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
• Software testing experience
• Basic Linux system commands