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User Support Specialist

Company: Oak Ridge National Laboratory
Location: Oak Ridge
Posted on: January 15, 2022

Job Description:

Requisition Id7211 Overview: Oak Ridge National Laboratory is the largest US Department of Energy science and energy laboratory, conducting basic and applied research to deliver transformative solutions to compelling problems in energy and security. The Information Technology Services Division (ITSD) at the Oak Ridge National Laboratory (ORNL) is hiring a User Support Specialist. This position will be responsible for coordinating end user support for our new classified research enclave and health data entities; as well as processes and activities related to managing and reporting on users of research support systems, as well as general Windows Systems Administration, as well as ticketing triage of technical issues. Processes will include user account management, user training and documentation, user outreach, user assistance, and various types of reporting. Our Team We are responsible for facilitating classified and Health Data R projects. We provide design, deployment, optimization, monitoring, and tooling support across multiple clustered infrastructures for the research organizations that we support. We support clusters that range in scope from just a handful of nodes to 40,000+ cores. Major Duties/Responsibilities: User onboarding and offboarding facilitating the process of bringing on new users, removing existing users, and ticketing triage. To include but are not limited to managing AD accounts, managing DUA and rules of behavior compliance, working directly with IT and project security to verify project compliance, actively working to identify and implement process improvement for these activities. Facilitation of the creation, maintenance, and disposition of system user accounts. Duties to include but not limited to: requesting new user accounts; identity validation sessions with new users; ticketing triage and user assistance through ticketing system; provide user assistance for various account issues, such as locked accounts and forgotten passwords; monitor and report statuses of existing user accounts; monitor, facilitate, and report statuses of user help desk tickets; monitor, verify, and report the status of user account removal activities; actively work to identify and implement process improvement for these activities Manage user documentation content platform that manages user training material and account documentation for compliance and auditability with ORNL policies. This position will be responsible for managing, not administering, the various functions of this application. Duties include but not limited to: coordinate with content platform administrators to optimize platform availability and ease of use for system users; ensure implementation of best practices for securely housing and archiving documentation for auditing purposes; facilitate proper usage of the system for different user types; collection and curation of content; ensure online documents are updated as revisions are made, and old versions are archived appropriately; and actively work to identify and implement process improvement for these activities User outreach to provide researchers and authorizing officials with up-to-date information, as it pertains to the various items listed above, in order to facilitate and enhance their ability to work, as well as to offset the cost burden related to help desk and other user support activities. This position will be responsible for crafting and maintaining user outreach content. Duties include but not limited to: maintain lists of frequently asked questions; maintaining points of contact lists; maintaining calendar of events such as orientation and training Basic user support for system issues, concerns, and basic training- requiring entry level ability to troubleshoot and resolve user issues in the environment. Such as: ability to use Windows and Linux systems; basic understanding of how the user access systems and login processes; eagerness to learn about Windows/Linux systems administration and software packages. Required Qualifications: Bachelors degree in Communications, Business, or Computer Science field (an equivalent combination of education and experience will be considered). 3-5 years in a user support role Strong interpersonal skills suitable for user support Strong organization skills Experience writing basic documents and the use of Microsoft Office suite of tools Experience in operating either Windows or Linux systems This position requires the ability to obtain and maintain a clearance from the Department of Energy. As such, this position is a Workplace Substance Abuse (WSAP) testing designated position. WSAP positions require passing a pre-placement drug test and participation in an ongoing random drug testing program. Preferred Qualifications: Experience in writing user training/documentation Experience using a training management or document management system Experience in operating both Windows and Linux systems This position will remain open for a minimum of 5 days after which it will close when a qualified candidate is identified and/or hired. We accept Word (.doc, .docx), Adobe (unsecured .pdf), Rich Text Format (.rtf), and HTML (.htm, .html) up to 5MB in size. Resumes from third party vendors will not be accepted; these resumes will be deleted and the candidates submitted will not be considered for employment. If you have trouble applying for a position, please email ORNL is an equal opportunity employer. All qualified applicants, including individuals with disabilities and protected veterans, are encouraged to apply. UT-Battelle is an E-Verify employer. Nearest Major Market: Knoxville

Keywords: Oak Ridge National Laboratory, Knoxville , User Support Specialist, Other , Oak Ridge, Tennessee

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