Advanced User Support Analyst

1 week ago

Marion, Ohio, United States Martek Global Services Inc. Full time
Job Overview

Martek Global Services, Inc. is dedicated to delivering exceptional IT talent across various sectors. We are currently seeking a Senior IT User Support Specialist to enhance our support team, specifically in assisting the Department of Defense (DoD) with their High Performance Computing (HPC) Moderation Program.

This role is integral to our operations, providing a vital link between users and system administrators. As a Senior IT User Support Specialist, you will engage in troubleshooting user inquiries, compiling software, and understanding complex dependencies to offer effective solutions. Your responsibilities will include addressing user issues through various communication channels, including in-person, phone, and electronic means.

Key Responsibilities:
  • Addressing a steady influx of inquiries related to user scripts, modules, and configurations necessary for successful job execution.
  • Interpreting requirements for navigating user codes and adjusting environments to facilitate troubleshooting.
  • Delivering prompt and precise responses to HPC user inquiries and problem tickets, ensuring a documented follow-up process for issue resolution.
  • Managing all communications and trouble reports related to computer systems.
  • Overseeing the onboarding and offboarding processes for HPC users, including handling requests for information services and managing computer access.
  • Administering user accounts and providing assistance to HPC users.
  • Facilitating the creation of customer accounts, ensuring new HPC users receive timely access and understand the necessary procedures.
  • Documenting user requests and resolutions to enhance customer support and assistance.
  • Providing support for classified environments and systems as needed.
  • Coordinating communication between the enterprise Help Desk and local support teams.
  • Supporting deployed HPC systems and cloud services as project requirements evolve.
  • Aligning operational strategies with program initiatives to optimize processes and enhance productivity.
  • Ensuring all contractual obligations are met to the satisfaction of our clients.
  • Participating in personal development planning and team meetings.
  • Executing all contract-specific requirements as assigned.
  • Performing additional related duties as required.
Educational Qualifications:
  • A Bachelor's degree in a computer science-related field with a minimum of 4 years of relevant experience, or a High School Diploma accompanied by 8 years of relevant experience.
Essential Skills and Knowledge:
  • DoD 8570 Certification CompTIA Security + or equivalent.
  • Proven integrity and accountability in professional settings.
  • A commitment to supporting our nation's defense efforts.
  • A passion for achieving transformative results.
  • Ability to make informed decisions confidently.
  • A transparent approach to communication and collaboration.
  • A strong desire for continuous learning and professional growth.
  • Experience with High Performance Computing (HPC) environments.
  • Linux+ or equivalent certification (RHEL certifications).
  • Familiarity with software compilation processes.
  • Understanding of parallel programming and associated toolsets (e.g., MPI, OpenMP).
  • Proficiency in scripting or multiple programming languages (e.g., Python, Bash, Perl).

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