Classified Compute User Support Specialist

An
active TS, Q, or TS/SCI clearance is required for consideration.

The Field Intelligence Operations Division in the National Security Sciences Directorate at the Oak Ridge National Laboratory is seeking qualified applicants for Tier 1 User Support Specialist to join the Classified Compute & Advanced Platforms Group. This team exists to provide compute and storage infrastructure for the enterprise operations of highly secure spaces, as well as a 24/7 monitoring operation for the Critical Systems within a classified environment.

As part of a team supporting critical mission requirements 24/7/365, the position will require shift work. The Classified Compute User Support Specialist serves as the first point of contact for hardware, software, and account issues; triage, log, and resolve or elevate tickets.

• Help Desk & Support: Provide Tier 1 problem identification, diagnosis, and resolution for compute nodes, storage arrays, and network devices. Assist researchers and engineers in accessing and using the HPC environment.
• System Monitoring: Monitor cluster health, node status, power/cooling metrics, and queue performance using monitoring tools.
• Operations & Maintenance: Perform routine node reboots, hardware replacements (blades, memory, drives), cable management, and basic server racking.
• Escalation & Communication: Document troubleshooting steps, expose Tier 2/Tier 3 issues to senior engineers, and communicate status updates to internal customers and management.
• User & Account Support: Handle basic user account creation, password resets, and permission adjustments under established administrative frameworks
• Compliance & Security
  :
  Support security-hardening baselines (e.g., DISA STIGs, RMF) and assist with vulnerability scanning or patch tracking under ISSO/ISSM oversight.
• System Maintenance
  :
  Perform basic workstation/server imaging, software installations, peripheral checks, and routine health monitoring.
• Physical & Material Security
  :
  Adhere to strict physical security, device control, and classification marking/handling rules in SCIF/SAP environments.
• Deliver ORNL’s mission by aligning behaviors, priorities, and interactions with our core values of Impact, Integrity, Teamwork, Safety, and Service. Promote equal opportunity by fostering a respectful workplace – in how we treat one another, work together, and measure success.

• BS degree in computer science, computer engineering, digital forensics, cybersecurity, or a related field with 2-4 years of experience supporting system administration, system engineering, or information technology. Overall experience and education may be considered in lieu of a degree.
• Experience handling sensitive data and troubleshooting IT or basic data center issues.
• Basic experience Windows/Linux OS administration, troubleshooting hardware/software, and core networking to triage tickets and provide user support.
• Experience with service management workflows and documenting troubleshooting steps.
• Experience interpreting and applying policies, procedures, and regulatory requirements.
• Ability and willingness to work primarily in a SCIF/classified environment, where personal electronic devices and remote-work capabilities may be restricted.
• Must possess an active L, TS, Q, or TS/SCI clearance; TS/SCI eligibility or access may be required based on mission requirements.
• Willingness to go through the process to achieve elevated security requirements (e.g. special access programs).

• Strong organizational skills with the ability to manage multiple actions, priorities, and deadlines simultaneously.
• Strong written and verbal communication skills.
• Demonstrated…