SAIC has an opening for a HPC Support position. The primary responsibility is to provide second level technical support to technical users of high performance computing resources. Systems supported will be a complex environment that has both hardware, networking and software that the support will be required to understand, research and resolve new and unknown issues with little to no support or direction from others. Job functions include teaming with multiple teams outside HPC as needed such as HPC engineers, vendors and other advanced resources to answer complex user questions, provide design feedback and solve complex technical problems by telephone, electronic mail, and in person. Tasks include interactive issue troubleshooting, following user issue tickets through to resolution, documenting resolutions in a knowledge base, working with application and system owners or supporters to identify advanced solutions, and developing and presenting user training. Responsibilities also include supporting the user support tools including software development of those tools. Together, the HPC-Help Team members maintain issue tracking and knowledge management tool(s), an HPC training room, an HPC web portal, and a social media-enabled event announcement system. Team members are also responsible for helping to create the support structure and associated processes that will define their work, utilizing ITIL principles.
Bachelors of Science in CS, IT or Electrical Engineering and 2 years experience doing IT support for IT technical customers in a diverse workplace using a variety of technologies or 6 years of experience with IT support for IT technical customers in a diverse workplace using a variety of technologies in lieu of degree
Demonstrated knowledge and experience supporting IT systems and Linux/Unix systems.
Experience in a customer service role.
Effective oral and written communications skills, and a strong customer service commitment.
Must be able to obtain and maintain a DOE Q clearance. Can start un- cleared but must be able to start the clearance upon acceptance.
A background and/or experience in areas related to computer science and/or computer engineering.
Demonstrated knowledge of Linux/Unix operating systems.
Knowledge / experience with high performance computing user environments, such as programming models, tools, applications, etc.
Knowledge of ITIL and ITIL-based user support tools.
Knowledge and experience with high performance computers.
Windows, Unix, and/or Macintosh system administration experience.
Bachelor's degree or equivalent experience in computer science, computer engineering, or related discipline.
In-depth knowledge of BMC ITSM suite tools, computer hardware maintenance, or web technologies (especially HTML, CSS, Joomla, and Ruby on Rails).
A recent, successful customer service role.
An active Q clearance.