Among computer network support specialists, AI is already used for some of the tasks. Measured exposure for computer network support specialists: 29% (some).

Share of this job’s tasks that AI is already used for at work, from real usage. It is not a forecast of job loss, and a low number means no use seen yet. Source: Anthropic Economic Index.

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Machine learning

About the job

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 to the Thresher system ensuring system performance and reliability. The ideal candidate will have prior experience with Thresher, a strong background in operations support, and possess a proactive approach to troubleshooting and incident management. This role requires strong interpersonal skills and 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. DUTIES AND RESPONSIBILITIES: 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. Monitor track data sources to ensure accuracy, performance, and integrity, identifying and addressing any anomalies. 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. Develop and maintain positive customer relations to ensure maximum customer satisfaction Monitor and provide technical support to user interactions across various communication channels. (email, phone, chat rooms, service desk tickets) Facilitate escalation of issues to higher support tiers when necessary, ensuring timely resolution and communication with users and leadership. 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. Coordinate with external stakeholders to gather additional information, verify incidents, and ensure appropriate escalation of unresolved issues. Generate and log discrepancy reports based on identified system or performance issues, tracking progress and resolution status. Ensure that all incidents are thoroughly documented, with detailed steps on diagnosis, troubleshooting, and resolution efforts. We recognize and appreciate the value and contributions of individuals with diverse backgrounds and experiences and welcome all qualified individuals to apply.