General Atomics Aeronautical Systems, Inc

Systems Specialist IV

General Atomics Aeronautical Systems, Inc • $85K — $110K *
Aurora, CO 80013In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Associates degree in a related field or equivalent professional experience.
  • 6+ years of operations support experience, specifically with Thresher tools and monitoring.
  • Strong technical troubleshooting skills across varying systems and platforms.
  • Ability to work independently and efficiently during shift work, including nights and weekends.
  • Excellent communication skills to interact professionally with users and stakeholders.
  • Proven experience with incident management procedures, including escalation and tracking.
  • Strong documentation skills for user interactions and troubleshooting.

Responsibilities

  • Monitor Thresher system performance using tools like the Warfighter Tools Support Dashboard.
  • Track data sources for accuracy, addressing anomalies as they arise.
  • Provide Tier 0-1 technical support to users, addressing queries promptly.
  • Foster positive customer relations for maximum satisfaction.
  • Document all user interactions for future analysis and reporting.
  • Perform incident triage by gathering data and executing troubleshooting processes.
  • Coordinate with external stakeholders to verify incidents and manage escalations.

Benefits

  • Flexible shift options to accommodate work-life balance.
  • Opportunity to support critical military operations and stakeholders.
  • Professional development opportunities in incident management and technical support.
  • A collaborative, fast-paced environment that values team contribution.
  • Exposure to advanced operational systems and technologies.
Full Job Description
Job Summary

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.

Job Qualifications

  • Typically requires an Associates degree in a related field and six or more years of related experience. Equivalent professional experience may be substituted in lieu of education.
  • Prior experience with Thresher is required, 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, escalation, and resolution tracking.
  • Ability to document and track user interactions clearly and accurately to maintain a comprehensive log of issues and resolutions.

PREFERRED SKILLS AND EXPERIENCE:
  • Experience with chat programs or support tools used for real-time communication in operational environments.
  • Knowledge of incident management software and best practices for IT service management (ITSM).
  • Experience in Tier 1 or 2 technical support in a similar operations support or systems monitoring role.
  • Familiarity with military operations and understanding the critical nature of supporting warfighter systems.

About General Atomics Aeronautical Systems, Inc

General Atomics Aeronautical Systems, Inc. (GA-ASI) is a leading designer and manufacturer of remotely piloted aircraft (RPA) systems, radars, and electro-optic and related mission systems, including the Predator® RPA series and the Lynx® Multi-mode Radar. GA-ASI provides long-endurance, mission-capable aircraft with integrated sensor and data link systems required to deliver persistent situational awareness and rapid strike capabilities. The company is headquartered in Poway, California, and has additional offices and facilities around the world.
Learn more about General Atomics Aeronautical Systems, Inc
Size
14,000 employees
Industry
Aerospace & Defense
Founded
1955
* Ladders Estimates

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