IT Support Associate - NCSA
Role details
Job location
Tech stack
Job description
Job SummaryFunction as a member of the Technology Management Group (TMG) to provide primary technical support with NCSA and affiliated projects. The primary responsibilities of this position include operating a combined computer operations center and helpdesk facility. This role is 16.5 x 7 x 365 help desk with the potential for work on holidays, weekends, and overtime eligible. This includes, but is not limited to analysis, troubleshooting, and supporting hardware and software across multiple platforms; responding to user requests via phone calls and helpdesk ticket, resolving tier 1 issues and assigning tier 2 issues appropriately; monitoring compute systems, and researching solutions to complex computing problems, and monitoring the physical environment and infrastructure within the National Petascale Computing Facility. IT Support Associate positions within TMG work across multiple shifts, and are required to work on evenings, overnights, weekends, and holidays as needed. Duties & Responsibilities
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Helpdesk and Call Center: (60%) *Monitor incoming tickets within multiple ticket systems *Monitor helpdesk telephones and assist / direct users and staff as appropriate *Assign, analyze, and resolve tier 1 tickets and phone calls *Analyze and appropriately assign tier 2 tickets *Serve as a user advocate to all users
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Computer Operations Center: (20%) *Systems monitoring, including access, availability, user-facing services, job queue and filesystem status across multiple platforms and facilities *Facilities and infrastructure: walk-throughs and inspection, other tasks associated with a data center, coordination with building engineer and facilities manager
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Departmental Administration:(20%) *Daily documentation of incidents, tickets, and systems status via shift reports and checklists *Adaptation and absorption of new systems, software, procedures, ticket assignments, practices and policies as required
Requirements
The National Center for Supercomputing Applications (NCSA) is currently seeking an Information Technology Support Associate to be a member of the Technology Management Group (TMG) to provide primary technical support to NCSA. The primary responsibilities of this position include monitoring an operations center and helpdesk facility that operates 365 days per year. This includes, but is not limited to: installing, maintaining, and supporting hardware and software systems, responding to user requests and help tickets, monitoring computing and facility operations and researching solutions to complex computing problems. The incumbent must be able to work with a diverse population of technical and non-technical users, both internal and external to the University, and to analyze hardware and software systems. Excellent communication skills are essential. This position requires an in-person schedule with the option for one remote workday per week. The work schedule may include evening and weekend shifts. The full-time schedule would either be Saturday thru Wednesday from 7am-3:30pm or Tuesday thru Saturday from 3pm to 11:30pm.
NCSA is committed to fostering a welcoming and respectful campus environment. Candidates with demonstrated experience working effectively with individuals from a wide range of backgrounds, roles, and perspectives, and who can contribute to a positive and collaborative workplace climate, are encouraged to apply., * High school diploma or equivalent.
- Three (3) years of work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field. College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline may be substituted as follows: 30 semester hours equals one (1) year, Associate's Degree (60 semester hours) equals eighteen (18) months, 90 semester hours equals two (2) years, Bachelor's Degree (120 semester hours) equals three (3) years).
- Demonstrated experience in software development, computer system (technical) management, performance analysis and tuning, network architecture, diagnosing complex hardware/software component and/or interaction problems.
- Demonstrated experience with computing environments and a wide variety of software and/or hardware.
- Demonstrated experience in system administration, computer operations and/or help desk/user support., * BA/BS degree preferred but not required, preferably in computer science, engineering, IT or related field.
- Experience with Linux/Unix systems.
- HPC (High Performance Computing) experience.
- Helpdesk/customer support experience.
- Perl, Awk, and shell scripting skills.
Knowledge, Skills and Abilities
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Ability to prioritize importance within the workload and to initiate problem solving.
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Ability to assimilate new knowledge quickly.
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Capable of working independently in a dynamic environment.
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Ability to be flexible in project scheduling to meet changing priorities.
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Ability to work with a diverse group of people.
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Ability to work in a computer dominated environment.
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Excellent interpersonal skills with demonstrated oral and written communication skills
Benefits & conditions
This is a 100% full-time Civil Service 5032 - Information Technology Support Associate position, appointed on a 12-month basis. The expected start date is as soon as possible after 6/1/2026. Salary is commensurate with experience. The salary range for this position is $50,00-$54,000., This position is intended to be eligible for benefits. This includes Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents.
