User Support Specialist

Base-2 Solutions; Bethesda (MD); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Referral bonuses up to $10,000 per-hir

100% company-paid health premiums

Dental, vision premiums paid

Life insurance

401(k) with match

PTO & holidays

Job summary

Base-2 Solutions is seeking a User Support Specialist to enable OSINT platform discovery for Intelligence Community users. You will work with customers to translate requirements into practical workflows and train users in discovery tradecraft.

The role emphasizes collaboration, documentation, and the application of novel technologies to support national security missions while operating on-site in Bethesda, MD.

Qualifications

• Bachelor's degree with 4+ years in all-source intelligence analytics.
• Experience with Intelligence Community and law enforcement agencies.
• Experience creating user guides and end-user training.
• Proven ability to work in a dynamic, fast-paced environment.
• Strong problem-solving skills for national security missions.
• Clear requirements gathering and cross-team collaboration.

Responsibilities

• Become a power user of the POSTMAN platform for discovery of insights.
• Collaborate with team, customer staff, and IC users to define requirements.
• Provide SME on platform use and discovery tradecraft in person and virtually.
• Build relationships to enable adoption of new technologies.
• Identify opportunities to increase user adoption of POSTMAN and data.
• Create training and familiarization materials for platform users.
• Document user requirements for development teams.
• Collect and analyze metrics to refine user engagements.

Skills

Postman

Discovery tradecraft

Team collaboration

Requirements gathering

Training delivery

Strong communication

Education

Bachelor's degree + 4+ years

Military intelligence experience acceptable

Tools

Elasticsearch

Kibana

Tableau

ArcGIS

Analyst Notebook

Jira

Confluence

SharePoint

Job description

• Required Security Clearance: Top Secret/SCI
• Location: Bethesda, MD
• Work Type: On-Site
• Shift: First

• Requisition ID: 4030
• Standard Title:
• Required Security Clearance: Top Secret/SCI
• Location: Bethesda, MD
• Work Type: On-Site
• Shift: First
• Referral Eligibility: Eligible
• U.S. Citizenship Required? Yes

Position Summary

Base-2 Solutions is seeking a User Support Specialist to provide software familiarization and discovery tradecraft for an Open Source Intelligence (OSINT) platform. The role supports Intelligence Community users in searching and retrieving relevant data to aid intelligence analysis and operations, collaborating with team members and customers to develop outcome-based approaches.

Essential Duties And Responsibilities

• Become a power user of the POSTMAN platform to support discovery of critical intelligence insights.
• Collaborate proactively with team members, customer staff, and Intelligence Community users to understand requirements and apply novel technology and tradecraft.
• Provide subject matter expertise on platform use and discovery tradecraft through in-person and virtual customer engagement.
• Build professional relationships to enable use of novel technologies and tradecraft for intelligence product development.
• Identify and pursue opportunities to increase user adoption of the POSTMAN software and relevant data.
• Create training and familiarization materials to support users of the POSTMAN platform.
• Document and communicate user requirements to development teams.
• Collect and analyze metrics to refine user engagements and improve data discovery.

Required Qualifications

• A Bachelor's Degree and minimum 4 years of related experience working with, or as, an all-source intelligence analyst. Additional, directly related experience as a military intelligence analyst may be considered in lieu of Bachelor's Degree.
• Experience working with Intelligence Community and Law Enforcement Agencies.
• Experience creating user guides and training end users for software platforms.
• Ability to perform well in a dynamic, fast-paced environment.
• Enthusiasm for solving complex problems to support real-world National Security missions.
• Ability to work directly with teammates and customers to understand requirements and develop solutions.
• Self-motivated, creative, and organized.
• Ability to clarify and accomplish tasks on time under limited supervision.
• Exercise good professional judgment to build relationships and resolve problems.
• Excellent written and verbal communication skills.

Preferred Qualifications

• Experience providing technical training for Intelligence Community tools or technologies.
• Experience using Elasticsearch/Kibana or data visualization software such as Tableau, ArcGIS, or Analyst Notebook.
• Data analytics experience.
• Experience engaging with Senior Executive Service civilians and equivalent Military ranks.
• Experience working issues related to Russia, China, Iran, and North Korea.
• High proficiency with Microsoft Office products, SharePoint, and Atlassian products (Jira and Confluence).

Required Education and Experience Equivalency

• Bachelor's Degree with Minimum 4 years of related experience working with, or as, an all-source intelligence analyst.
• No Bachelor's Degree with Additional, directly related experience as a military intelligence analyst may be considered in lieu of Bachelor's Degree.

Required Certifications

• None specified.

Required Security Clearance

• Active Top Secret/SCI

Pay & Benefit Highlights

Compensation

• Competitive fixed salary or hourly pay (based on experience, skills, location, and internal equity).
• Employee referral bonuses up to $10,000 per hired referral.
• Additional bonus opportunities for exceptional performance and contributions to business development and company growth (role-dependent).

Health

• 100% company-paid medical premiums for employees and eligible dependents.
• Choose from multiple plan options with CareFirst, Kaiser, and UnitedHealthcare, including PPO, POS, HMO, and HSA-compatible plans.
• 100% company-paid dental premiums for employees and eligible dependents.
• 100% company-paid vision premiums for employees and eligible dependents.

Income Protection

• 100% company-paid premiums for short-term disability.
• 100% company-paid premiums for long-term disability.
• 100% company-paid premiums for accidental death & dismemberment (AD&D).
• 100% company-paid premiums for life insurance up to $200,000.

Retirement

• 401(k) with immediate vesting: 4% company match plus a 4% non-elective company contribution (8% total).
• 401(k) pre-tax and Roth options.

Leave

• Up to 20 days of flexible paid time off (PTO).
• 11 paid floating holidays.

Work-Life Balance

• Flexible work schedules, including flex time and compressed work periods (contract and project-dependent).