The Minnesota Supercomputing Institute (MSI) at the University of Minnesota seeks to hire a Helpdesk Support Analyst who enjoys working with people and has a background in customer service and technical computing. As a Helpdesk Support Analyst at MSI, you will join MSI’s User Gateway Group (UGG) and provide support for MSI users in a variety of fields. UGG at MSI focuses on providing user support, user onboarding, user outreach, user communication, and user training.
Major Duties and Responsibilities:
Tier I Helpdesk Support - 80% Promptly respond to MSI users support requests by phone or by our email support ticket system Provide support for a complex computing environment in areas such as hardware, software, and networking Prioritize and process user requests while providing excellent customer service. Follow up with staff to ensure excellent customer service Proactively anticipate support needs by developing relationships and establishing communication across the organization and taking action to initiate appropriate support Resolve general support requests sent to MSI’s email support system Escalate support requests to the appropriate MSI subject matter group Make recommendations regarding student hiring Develop scripts and procedures to improve Tier I user experience Test programs to meet support process requirements Create and maintain end-user support self-help documentation and internal staff documentation Other duties as assigned
Project Management – 20% Assist UGG staff with project plans and manage the execution of assigned tasks, ensuring tasks are being completed on time Work with MSI staff to assist with other related projects
Required Qualifications BA/BS degree in a field related to the position or combination of education and experience related to system support and problem resolution to equal four years Customer service support experience Understanding of Linux-based computing environments Experience using Linux command-line tools Experience with two or more software analysis packages Experience maintaining, troubleshooting, and repairing computer systems Experience using an email-based support ticket system
Preferred Qualifications 1+ year experience with using or supporting an HPC cluster Knowledge of HPC cluster queuing systems such as PBS and SLURM. Experience using or troubleshooting issues with bash, Python, Matlab, and R Experience running or troubleshooting parallel programming HPC jobs with openMP, MPI, CUDA Experience in a research support capacity Good documentation skills
General Skills and Attributes: Ability to think calmly and rationally during a crisis, maintain poise and a professional demeanor under all circumstances Strong general troubleshooting and problem-solving skills Friendly presence and helpful attitude; excellent interpersonal skills and ability to work well with others at all levels of the organization Outgoing, confident, and easily builds relationships Strong initiative to see tasks through to the end Ability to learn quickly and adapt to change Ability to identify opportunities for improvement Ability to work responsibly with or without direct supervision
Internal Number: 333432
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.