To be considered, a cover letter and resume are required. The cover letter must be the leading page of your resume and should:
Specifically outline the reasons for your interest in the position and
Outline your particular skills and experience that directly relate to this position.
Starting salaries will vary depending upon the qualifications and experience of the selected candidate.
**NOTE: This is a full-time (40 hrs/wk), term-limited position ending after two (2) years with the intent to re-evaluate for potential extension.**
Information and Technology Services (ITS) is seeking a Help Desk Support Specialist Intermediate to join the Advanced Research Computing - Technology Services (ARC-TS). The position will report to the Research Experience Manager.
This role will interact with faculty and researchers requesting and maintaining High Performance Computing (HPC) and storage resources. In addition, this support position will aid in troubleshooting problems encountered by users of these resources as well as aid other Unit IT support groups on campus.
WHO WE ARE
ITS supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, and work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and enabling university wide innovations by:
Elevating the customer experience by providing proactive, laser focused customer service
Providing appropriate IT security and privacy in an open university society, while enabling innovation
Supporting data-informed decision making
Delivering intuitive research computing solutions
Building a world-class, transformational network and reliable administrative systems
In addition, we value those that proactively solve challenges, work with a sense of urgency, and seek a collaborative and inclusive work environment.
ITS’s mission is to be trusted enablers of technology for the U-M community. ITS works together to provide cohesive digital experiences and seamless support to the U-M community. To learn more, visit: https://its.umich.edu.
Advanced Research Computing - Technology Services (ARC-TS) is the University of Michigan research IT provider specializing in High Performance Computing (HPC), Big Data (Hadoop/Spark/etc), high speed networking, storage, and other technologies to accelerate the research mission of the institution. For more information about ARC-TS visit our website: http://arc-ts.umich.edu.
WHO YOU ARE
You are energized by working with a collaborative team and industry peers to support the university mission through innovative and appropriate use of technology. You seek understanding and to tackle projects and problems with your customers’ needs in mind. You anticipate problems and work proactively to preempt challenges and concerns, delivering increasingly relevant customer experiences over time. You value a culture that is rooted in mutual respect, where you can learn from different perspectives, roles, and identities.
You have at least two (2) years of providing customer support of computing or technical environments in an academic or research environment including familiarity with Linux systems and shell scripting and having strong analytical and troubleshooting skills.
Create and remove user accounts on distributed Linux systems
Create, modify and remove unix groups on distributed Linux systems
Administer HPC SLURM scheduling accounts
Help troubleshoot HPC scheduling problems users report via ticketing system
Write user facing documentation on how to use ARC-TS resources
Write internal ARC-TS documentation of administrative procedures
Support development of video tutorials and participate in offering tutorial training sessions on using ARC-TS resources
Work with ARC-TS Networking, Storage and HPC systems teams to resolve user problems
A bachelor’s degree in Information Technology, Science, or a related field or an equivalent combination of education and experience
A mMinimum of two (2) years of related experience providing cstomer support of computing or technical environments in an academic or research environment
Familiarity with Linux systems and shell scripting
Strong analytical and troubleshooting skills
Demonstrated effective creative problem solving and flexibility when collaborating with customers, team members support teams, external vendors, and technical organizations to understand, advocate for, evaluate, and support enhancements, resulting in plans and services that leverage the capabilities of existing technology and meet customer and organizational expectations.
Demonstrated effective communication skills via email, letters, and in person to teams and customers along with strong interpersonal skills with an ability to work effectively through all levels of management and matrix organizations
Demonstrated ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets the organization’s expectations for exemplary customer service.
Excellent organizational, analytical and independent problem-solving skills
Python programming experience
Prior experience in using and providing user support of the SLURM HPC resource scheduling environment
Physical Demands / Work Environment
Normal amount of sitting, average mobility to move around an office environment; able to conduct normal amount of work at a computer; travel to various locations on and off campus. Punctual, regular, and consistent attendance is required. May require on-call availability and may require working during non-business hours and on weekends.
NOTE - This position may work with and/or support systems that maintain or process sensitive institutional data as defined by university policy. Successful candidates must comply with federal, state and local law and/or university policies or agreements that require the university to implement specific privacy and security safeguards including, but not limited to: ITAR, EAR, HIPAA and FISMA. Responsible for protecting data and information from unauthorized release or from loss, alteration or unauthorized deletion; and, following applicable regulations and instructions regarding access to computerized files, release of data, etc. as stated in a computer access agreement.
Diversity, Equity and Inclusion
The University of Michigan Information and Technology Services seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to maintain the excellence of the University and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.
The University of Michigan Benefits Office is committed to offering a high-quality benefits package to support faculty, staff and their families. Learn more about our 2:1 retirement matching, healthcare plans with nationwide coverage including prescription drug coverage, three dental plans, a vision plan, flexible spending account, well-being programs, long-term disability, automatic life insurance, general legal services, three early childhood centers, time away from work and work-life programs to promote balance. Learn more at https://hr.umich.edu/benefits-wellness
The University of Michigan is ranked the No. 3 public university in the 2020 U.S. News & World Report’s annual report of the nation’s best undergraduate colleges and universities.
The University of Michigan is ranked No. 6 on Kiplinger’s list of Best Values in Public Colleges, again making U-M one of the nation’s best values in higher education for in-state students. The ranking highlights colleges and universities that combine outstanding education with economic value.
For the third straight year, the University of Michigan maintained its position as the 15th top university in the world, according to the Times Higher Education World Reputation Rankings.
The University of Michigan maintained its ranking as the top U.S. public university in the QS World University Rankings for 2019-20 and ranked 21st among all institutions on the list, moving down one spot from last year in the ranking released Tuesday, 06/18/2019.
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 178617
About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.