IT040 HPC User Support Specialist

IT040 HPC User Support Specialist

This position is for a User Services Specialist to manage the primary interface between the user community and the Integrated Modeling Computing Center (IMCC). The specialist will serve as the point of contact for users, managing account lifecycles, help desk operations, ticketing workflows, and community communications to ensure effective utilization of IMCC resources. Ideal candidates should have excellent communication skills, problem-solving abilities, and a focus on customer success within a high-performance computing environment.

Core Duties & Responsibilities:

• Front-Line Support & Help Desk: Serve as the primary point of contact for all user inquiries. Operate the help desk (9:00 a.m. - 5:00 p.m. ET), answering phone lines, monitoring email channels, and resolving Tier 1 support requests, including basic troubleshooting and account-related issues.

• Ticketing Workflow Management: Process, track, and manage all trouble tickets through Jira Service Manager. Capture accurate data, perform initial triage, and assign Tier 2+ issues to the appropriate technical personnel. Monitor tickets to completion, identify trends, and provide recommendations for process improvements.

• Account Lifecycle Management: Execute full-service account management, including user provisioning, account modifications, password resets, and timely deprovisioning/deletion in accordance with security protocols.

• User Communications & Outreach: Facilitate clear, consistent communication regarding system status, scheduled maintenance, and service availability. Coordinate outreach activities, including user forums, brown-bag sessions, and weekly teleconferences, including scheduling, agenda creation, and action item follow-up.

• Documentation and Web Maintenance: Maintain and update the IMCC website with current documentation, including news, FAQs, best practices, lessons learned, and system announcements. Ensure all SOPs and user-facing documentation are accurate and accessible.

• Reporting and Usage Analysis: Track, maintain, and report on the allocation and accounting of system usage daily and monthly. Identify utilization trends and provide recommendations for capacity planning and user support optimization.

• Liaison and Engagement: Maintain proactive relationships with key science user communities to ensure IMCC services align with their evolving needs. Engage with potential users to understand their requirements and assist in onboarding and workflow integration.

Required Technical Skills and Qualifications:

• Help Desk Operations: Proficiency in professional ticketing system administration (e.g., Jira Service Management, ServiceNow, or similar) and remote support tools.

• Account and Identity Management: Working knowledge of identity management systems (LDAP, Active Directory) and secure account provisioning/de-provisioning workflows.

• Technical Communications: Proven experience in technical writing, content creation for web platforms, and managing professional communications for a diverse scientific user base.

• Service Metrics and Reporting: Ability to gather, analyze, and visualize usage data to generate meaningful reports on system allocation, service trends, and capacity requirements.

• Meeting and Event Coordination: Skilled in organizing, facilitating, and documenting virtual and in-person professional meetings and community outreach events.

• Service-Oriented Mindset: Strong understanding of IT Service Management (ITSM) principles, with a commitment to high availability, rapid response, and proactive user support.

• A BS degree and 3+ years' experience in relevant work areas.

• US Citizenship required.

• Ability to obtain and maintain a Tier 1 or Tier 2 Investigation through NASA.

Team ADNET brings over 30+ years of experience to information systems and professional services for the federal government. With a history of expertise in software development, computer network design, IT security, mission operations support, and educational outreach, Team ADNET is deeply embedded in the Space and Earth Science at NASA's Goddard Space Flight Center (GSFC) in Greenbelt, MD.

ADNET Systems, Inc. is working with Goddard Space Flight Center to fulfill NASA's vision for space exploration, and working with the Science and Exploration Directorate to fulfill its many missions.

ADNET Systems, Inc. is an employee-centric company, committed to providing premier benefits that support our employees and their families. With affordable medical and dental plans coupled with leading disability and life insurance options, ADNET offers our employees the benefits most sought after by today's professional candidate. Furthermore, our benefits package features the extras that distinguish us from other small businesses, ensuring our high employee retention that our customers appreciate.

Some features of our compensation plans and environment perks include:

• Annual Leave/Sick Leave

• Military and Family Emergency Leave

• Paid Holidays

• Performance Bonuses

• Medical, Dental and Vision Plans

• Direct Deposit Payroll

• 401K Plan with Company Matching

• Tuition Reimbursement

• Swag bags

Equal Employment Opportunity: ADNET Systems, Inc. prohibits discrimination with respect to the hiring or promotion of individuals, conditions of employment, disciplinary and discharge practices or any other aspect of employment on the basis of sex, race, color, age, national origin, religion, disability, marital status, sexual orientation, gender identity, pregnancy or veteran status.