Classified Compute User Support Specialist

Requisition  An active TS, Q, or TS/SCI clearance is required for consideration. Overview:  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 escalate tickets.

Major Duties/Responsibilities:
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, escalate 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.

Basic Qualifications:

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).

Preferred Qualifications:

Strong organizational skills with the ability to manage multiple actions, priorities, and deadlines simultaneously.

Strong written and verbal communication skills.

Demonstrated attention to detail and ability to maintain accurate records.

Ability to exercise discretion and sound judgment when handling sensitive personnel and security matters.

Ability to work effectively both independently and as part of a multidisciplinary security and mission-support team.

Previous experience working in an SCI or SAP environment or supporting SCI operations.

Familiarity with applicable ICDs, Intelligence Community security policy, DOE and DoW security requirements, and national-level security requirements.

Experience developing or maintaining SOPs, process documentation, metrics, or workflow improvements.

Demonstrated ability to provide responsive customer service while maintaining security and compliance requirements. Security+ or baseline IAT Level II…