The Joint Institute for Computational Sciences (JICS), a joint institute between the University of Tennessee (UT) and Oak Ridge National Laboratory is seeking qualified applicants for a Senior User Support Specialist position. The successful candidate will be a member of the User Assistance Group of the National Institute of Computational Sciences (NICS) and reports directly to the Group Leader, User Assistance.
The User Assistance Group is responsible for providing professional technical consulting, issue resolution, training, documentation, account services, and software management to the users of the computational resources provided by NICS. In addition, the User Assistance group provides comprehensive desktop support to staff members. User Assistance activities are consistent with the Information Technology Infrastructure Library (ITIL) framework where appropriate.
The Senior User Support Specialist will provide comprehensive support for researchers using the high-performance computing resources of NICS. Duties include Tier-3 escalation level technical support, documentation, account management, training, desktop support, outreach, software installation, and middleware and web application development. Senior Specialists provide support for local, remote, and staff users to assist them in using NICS computing resources effectively and efficiently. This position involves working closely with other staff members in the Application Acceleration Center of Excellence (AACE), Operations, and Scientific Computing groups to provide a comprehensive support program.
Further, this position consists of working closely with users to determine requirements and proactively address areas of concern. The Senior User Support Specialist will serve as liaison and advocate for the user community.
The Senior User Support Specialist must resolve complex problems quickly and methodically; work independently and as a functional part of a team; communicate effectively and courteously with management, support teams, and customers; handle multiple tasks while prioritizing effectively; and maintain professionalism and composure while encountering difficult or ambiguous situations.
Internal Number: 121466
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