HPC Service Desk Technician - 1990

Overview

Position: Network Tech II
Location: Albuquerque, NM
Salary Range: $27.65 - $33.65 per hour
Clearance: Clearable to Q

KeyLogic is seeking someone with two years’ experience in IT Computing Infrastructure to join our dynamic One Stop Service Desk team.

You will be part of a team that provides a “one stop” interface for user support in scientific, engineering, and High-Performance Computing (HPC) resource users.

The team also performs the full lifecycle management (analysis, design, development, testing, implementation, integration, and maintenance) of user support capabilities, including a ticketing system, a web portal, a knowledge base, a group chat system, and training room.

Qualified applicants must have the technical skills necessary to support a leading-edge computational science and engineering environment together with a strong customer service ethic.

Responsibilities:


* Provide users with interactive issue troubleshooting in a complex computing hardware and software environment


* Monitor user issue tickets through to resolution by other support teams and document resolutions in a knowledge base


* Work with application and system supporters to identify advanced solutions to user issues


* Enhance a user support application (e.g., issue tracking tool) through software design and development to improve performance and add functionality


* Work on maintaining a commercial tool and One Stop's customizations of that tool (e.g., upgrading to the latest version or identifying and resolving a scripting error)

Qualifications:


* High School Diploma and two or more years of experience in IT user support role and a strong customer service commitment


* Must be a US Citizen


* Ability to obtain and maintain a U.S.

Department of Energy Q security clearance.

Required Skills:


* Familiarity/experience with programming and scripting languages such as Bash or Java


* Strong technical aptitude and ability to research and solve complex issues independently.


* Effective oral and written communications skills along with a strong customer service commitment.


* Experience working with application vendors to understand, implement and maintain applications in a Linux environment.


* Familiar with information security best practices

Desired Skills:


* Knowledge / experience with engineering and High-Performance Computing user environments, such as programming models, engineering applications, etc.


* Systems administration experience with either windows or Linux servers.


* Knowledge of DevOps tools, chat tools, or web technologies.


* Experience with Knowledge-Centered Service (KCS) methods.


* Experience with Gitlab, Jira, MatterMost, or Joomla.


* Knowledge of IT Service Management (ITSM).

See Job Description