IT Pro -User Support

About the Job

Senior Help Desk Analyst

About the Job:
Provides technical support to faculty, staff, and students who usethe large computational clusters housed at the Minnesota Supercomputing Institute (MSI), as well as all the peripheralhardware and software required to make use of these high performance computers. Diagnoses user problems, troubleshooting,providing solutions, and escalating issues if needed. Develops andedits resources for users based upon current and near-future needs,and writes scripted procedures in support of research pipelines andother functions.

Interviews, hires, trains, schedules, and supervises a staff of undergraduate students that assist at the MSIHelp Desk, creating guides and other materials for new students tothe job so they can effectively serve faculty and graduateresearchers.

This position is hybrid (workprofile 2, on campus at least 4 days per week), with a campus work location in Walter Library.

30% - Provides technical support to faculty, staff, and students who use the large computational clusters housed at the Minnesota Supercomputing Institute (MSI), as well as all the peripheralhardware and software required to make use of these high performance computers. Diagnoses scope of user problems(individual, project, user base), independently troubleshootsactivity, implements solutions, and escalates where higheradministrative permissions are needed. Provides guidance to junioremployees and others in MSI by serving as subject matter expert for primary services.

Rectifies faults that impede timely resolution ofissues and provides feedback to demystify solutions. Monitorsprimary services and surfaces issues to others ahead of larger userimpact. Develops procedures that outline solutions to complex problems for junior employees and students. Investigate high level issues that impact the larger user base. Assists Senior Managementwhere issues or changes involve user education.

20% - Oversees the operations of the MSI Help Desk, the main pointof contact at the MSI for researchers on any issues and/or requests for services. Interviews, hires, trains, schedules, and supervisesundergraduate student staff that assist at the MSI Help Desk, creating guides and other materials for new students to the job sothey can effectively serve MSI researchers. Assists with the budgeting process for this aspect of the job.

Advocates for students in providing opportunities to contribute to other teams within MSI by facilitating meetings and directing work based on theneeds of the organization. Serves as representative of users needsin testing future service changes that impact user experience e.g.,Open OnDemand updates, MyMSI, ticketing system testing, internal staff documentation platform.

20% - Leads user documentation development to support the missionof providing high quality technical documentation. Explorestechnical solutions to automate standard requests and reassessesstandard operating procedures to reduce steps and increase faulttolerance in support of research pipelines and other functions. Manages GHEC Organization repository that includes primaryrepository of support tools utilized by junior employees and students, and user documentation website. Writes time sensitiveuser communications for User Bulletin, Monthly Maintenance,Incident Reporting, administrate user facing website, technicaluser documentation website, staff ticketing service, and internaldocumentation service.

10% - Supports the training effort at MSI by overseeing the function of the equipment in the Training Room, and assistinginstructors with any need before and during a training session. On occasion serves as Assistant Instructor for tutorials, which aretaught either remotely or in-person. Directs continuous improvement of tutorial deliverables as the primary contributor to the video editing pipeline that enables junior employees to maintain higherproduction value with minimal training.

Maintains trainingequipment and recommends purchases based on necessities to reducedowntime.

10% - Primary technical support for units in Research Computing (AIHub, International Institute for Biosensing, Geo Communities, MSI,U-Spatial) including:

Audio Visual technician for events such as MSI tutorials, webinars,online sessions

Short-term asset assignment

Hardware repairs

Data recovery

Asset Management of surplus staff equipment, performing routine maintenance, asset assignment, hardware repairs, data recovery and guidance within the domain of expertise (including opening ticketswith Central IT, coordinating handoff for reimaging of equipment)

10% - Collaborate with operations staff and perform data centertasks to install, service, and maintain hardware.

Required Qualifications:

• BA/BS degree plus at least four years of experience, or a master'sdegree plus at least two years of experience.
• Knowledge of high-performance computing operations, and detailed knowledge of those aspects as they pertain to how…