Systems Specialist V

GA Intelligence

General Atomics Integrated Intelligence, Inc. (GA-Intelligence), an affiliate of General Atomics, develops best‑in‑class global situational awareness and battle orchestration capabilities that process petabytes of data from diverse sources in near real time. Our systems apply state‑of‑the‑art algorithms and machine learning techniques to extract features, fuse data and form a rich live view of objects across land, sea and sky. We empower decision makers to solve meaningful challenges through innovative data science and scalable software engineering.

We are seeking an experienced Thresher Operations Support Specialist to join our team in a critical 24/7 operational support role. This position is responsible for providing front‑line user support, maintenance and monitoring of an operational system to identify potential issues with the Thresher system ensuring system performance and reliability. The ideal candidate has prior experience with Thresher, a strong background in operations support, and possesses a proactive approach to troubleshooting and incident management.

This role requires strong interpersonal skills and the ability to work in a fast‑paced, high‑stakes operational environment, maintaining focus and providing continuous coverage to support our warfighters and stakeholders around the clock.

• Operational Monitoring and System Support: Monitor system performance and integrity via direct access to Thresher tools, including the Warfighter Tools Support Dashboard and System Status Dashboards.
• Track Data Sources: Monitor track data sources to ensure accuracy, performance, and integrity, identifying and addressing any anomalies.
• Situational Awareness: Maintain situational awareness of overall system performance to ensure timely responses to issues and support operational objectives.
• User Support and Communication: Provide Tier 0‑1 technical support to users, answering queries and resolving issues related to Thresher functionality and performance in a timely and professional manner.
• Customer Relations: Develop and maintain positive customer relations to ensure maximum customer satisfaction.
• Multi‑channel Support: Monitor and provide technical support across various communication channels (email, phone, chat rooms, service desk tickets).
• Issue Escalation: Facilitate escalation of issues to higher support tiers when necessary, ensuring timely resolution and communication with users and leadership.
• Documentation: Document and track all user interactions, including issue reporting, troubleshooting steps, and resolutions for future reference and analysis.
• Incident Management and Troubleshooting: Perform initial incident triage by analyzing user‑reported issues, gathering necessary data, and executing troubleshooting procedures.
• Stakeholder Coordination: Coordinate with external stakeholders to gather additional information, verify incidents, and ensure appropriate escalation of unresolved issues.
• Discrepancy Reporting: Generate and log discrepancy reports based on identified system or performance issues, tracking progress and resolution status.
• Incident Documentation: Ensure that all incidents are thoroughly documented, with detailed steps on diagnosis, troubleshooting, and resolution efforts.

• Typically requires an Associates degree in a related field and eight or more years of related experience, or equivalent professional experience in lieu of education.
• Prior experience with Thresher, including familiarity with its tools, dashboards, and operational performance monitoring.
• Demonstrated experience in operations support with a strong background in system monitoring, user support, and incident management.
• Strong technical troubleshooting skills to quickly identify and resolve issues across a variety of systems and platforms.
• Ability to work efficiently and independently during shift work, including weekends, holidays, and nights as part of a 24/7 team.
• Excellent communication skills, with the ability to interact professionally with users, stakeholders, and support teams.
• Experience with incident management tools and procedures, including triage,…