Cornell Institute for Social and Economic Research (CISER)
CISER's mission is to anticipate and support the evolving interdisciplinary data and computational needs of Cornell social scientists and economists throughout the entire research process and data life cycle. We maintain a full continuum of services in the areas of Data, Research, Computing, Consulting, and Training to assist Cornell's research and education community with focused and multidisciplinary research and learning endeavors.
The CISER Help Desk Lead/Statistical Consultant is the primary support for customer service provided through the CISER Help Desk. The incumbent assists faculty, student, and staff researchers in the use of statistical applications, instructing how to use CISER's server environments, and determining the best resources to meet their computing requirements.
Responsibilities include answering inquiries received through the central ticketing system (currently Remedy), plus assisting walk-in clients. Responsibilities also include documenting and maintaining solutions (on website) to standard questions as resources for student consultants and researchers, including sample programs. Oversee and coordinate the work of CISER's student consultants. Participate in hiring and training, plus assign special projects to help with customer support.
Other customer support-related responsibilities include teaching scheduled CISER quantitative statistical application workshops to students, faculty and other researchers and assisting with teaching qualitative software packages; testing software applications on the research servers; handling user login-related troubleshooting on the secure servers and completing software package installation on secure servers, as allowed within security requirements; and analyzing helpdesk service statistics and reports. The Lead Statistical Consultant is the Research Division representative on the committee for the transition from Remedy to TeamDynamix, plus ongoing support after transition. Assists with other customer support projects as assigned.
The Lead Statistical Consultant also assists with the Results Reproduction (R-Squared) process, reproducing the computational results of researchers' studies, including packaging reproduction materials for archiving, sharing, and reuse. This quality review is done on all submitted documents for each study across five areas: files; documents; data; metadata; and code.
The incumbent is a member of the website committee and assists with accessibility reviews and monitoring of website content for readability and clarity, plus adding posts and adding/updating FAQs.
A Bachelor's degree with at least 1-2 years of customer support and statistical software experience is required.
Demonstrated strong working knowledge of a minimum of three of the following statistical software packages: R, Stata, SPSS, SAS, Atlas.ti, NVivo.
Experience with and understanding of Windows server environments.
Demonstrated ability to learn additional software and data-related skills.
Excellent interpersonal skills that enhance customer engagement and learning,
Ability to independently seek out answers to users' queries when answers are not readily available.
Excellent written and oral communication skills.
Consistent attention to detail and accuracy (an absolute must).
Other coding experience to manipulate big data (such as Python or Machine Learning) is a plus.
Experience teaching workshops
Visa sponsorship not provided for this position.
University Job Title:
IT Support Asst IV
Pay Rate Type:
Number of Openings:
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