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# IT Pro 3-User Support

- **Company:** University of Minnesota
- **Location:** Minneapolis, MN, United States (Remote available)
- **Experience:** Expert
- **Salary:** $74,142.0 - $88,000.0
- **Contract:** Temporary contract
- **Skills:** Artificial Intelligence, Software Documentation, Data Centers, Data Recovery, Software Debugging, Fault Tolerance, Issue Tracking Systems, Linux Commands, Supercomputing, Video Editing, Scripting, Programming Languages
- **Published:** August 20, 2026
- **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/18013754?backUrl=%2Fcareer%2F18013754%2FIt-Pro-3-User-Support-Minnesota-Minneapolis

## About the Role

BA/BS degree plus at least four years of experience, or a master's degree plus at least two years of experience.
Knowledge of high-performance computing operations, and detailed knowledge of those aspects as they pertain to how researchers use these systems -- connection methods, using the Linux command line, job submission, etc.
Communication skills sufficient to answer questions in a professional manner to a variety of different users of MSI systems who have a variety of differing motivations.

Preferred Qualifications:
Detailed knowledge of other associated areas of HPC operations: software, computer languages and scripting, networking, compiling and debugging, etc.
Advanced communication skills, both in writing and editing of direct communications and web articles.
About the Department

## Description

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 peripheral hardware and software required to make use of these high performance computers. Diagnoses user problems, troubleshooting, providing solutions, and escalating issues if needed. Develops and edits resources for users based upon current and near-future needs, and writes scripted procedures in support of research pipelines and other functions. Interviews, hires, trains, schedules, and supervises a staff of undergraduate students that assist at the MSI Help Desk, creating guides and other materials for new students to the job so they can effectively serve faculty and graduate researchers., 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 peripheral hardware and software required to make use of these high performance computers. Diagnoses scope of user problems (individual, project, user base), independently troubleshoots activity, implements solutions, and escalates where higher administrative permissions are needed. Provides guidance to junior employees and others in MSI by serving as subject matter expert for primary services. Rectifies faults that impede timely resolution of issues and provides feedback to demystify solutions. Monitors primary services and surfaces issues to others ahead of larger user impact. 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 Management where issues or changes involve user education.
20% - Oversees the operations of the MSI Help Desk, the main point of contact at the MSI for researchers on any issues and/or requests for services. Interviews, hires, trains, schedules, and supervises undergraduate student staff that assist at the MSI Help Desk, creating guides and other materials for new students to the job so they 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 the needs of the organization. Serves as representative of users needs in 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 mission of providing high quality technical documentation. Explores technical solutions to automate standard requests and reassesses standard operating procedures to reduce steps and increase fault tolerance in support of research pipelines and other functions. Manages GHEC Organization repository that includes primary repository of support tools utilized by junior employees and students, and user documentation website. Writes time sensitive user communications for User Bulletin, Monthly Maintenance, Incident Reporting, administrate user facing website, technical user documentation website, staff ticketing service, and internal documentation service.
10% - Supports the training effort at MSI by overseeing the function of the equipment in the Training Room, and assisting instructors with any need before and during a training session. On occasion serves as Assistant Instructor for tutorials, which are taught 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 higher production value with minimal training. Maintains training equipment and recommends purchases based on necessities to reduce downtime.
10% - Primary technical support for units in Research Computing (AI Hub, International Institute for Biosensing, GeoCommunities, 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 tickets with Central IT, coordinating handoff for reimaging of equipment)
10% - Collaborate with operations staff and perform data center tasks to install, service, and maintain hardware.


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