Helpdesk Support Analyst - Military Veterans

The Minnesota Supercomputing Institute (MSI) at the University of Minnesota seeks a dedicated Helpdesk Support Analyst to provide technical assistance and customer service to faculty, staff, and students utilizing MSI's high-performance computing (HPC) resources. The Helpdesk Support Analyst will be a key member of MSI's User Gateway Group (UGG), which is dedicated to supporting and enabling cutting-edge research through user onboarding, training, communication, and outreach.

The ideal candidate will thrive in a dynamic environment, possess a strong technical background, and have a passion for problem-solving and user success.

Key Responsibilities:

Tier I Helpdesk Support (80%)
â- Serve as the first point of contact for user support requests via phone and email-based ticketing systems.
â- Diagnose, troubleshoot, and resolve user issues related to HPC systems, software, and network configurations.
â- Prioritize and escalate complex support requests to the appropriate subject matter experts within MSI.
â- Provide exceptional customer service by maintaining clear communication and following up on support requests.
â- Develop and maintain user-facing self-help resources and internal documentation.
â- Test programs, develop scripts, and refine procedures to improve user support and streamline workflows.
â- Support the operations of the MSI Helpdesk and peripheral resources for Research Computing units, such as U-Spatial and the Data Science Initiative.

Project Management and Training Support (20%)
â- Collaborate with UGG and MSI staff to plan, execute, and manage projects supporting research and computational services.
â- Maintain and troubleshoot training room equipment and provide technical assistance during training sessions.
â- Occasionally serve as an assistant instructor for tutorials, guiding in-person attendees during remote or live sessions.

The Research and Innovation Office (RIO) and MSI endorse a âœwork with flexibilityâ approach that offers a welcoming and flexible work environment where everyone is inspired to do their best. Work location options include working fully remote, partially remote, or entirely in the office and are based on the work of the position. Some on-site work may be necessary for certain positions, even those designated as fully remote.

This position has been designated as work profile 1 or 2.Profile 1 is expected to work primarily on-site and profile 2 is expected to work on-site more than 50% of the time. Your office will be located in Walter Library. MSI management retains the right to modify flexible work arrangement agreements on a temporary or permanent basis for any reason at any time.

Qualifications:

Required:
â- Bachelor's degree in a related field or a combination of education and work experience totaling four years.
â- Proficiency with Linux-based systems, including command-line tools and software analysis packages.
â- Experience in maintaining and troubleshooting computer systems, including hardware and software.
â- Strong customer service skills and the ability to communicate technical concepts effectively.

Preferred:
â- Experience with email-based ticketing systems
â- Experience using or supporting high-performance computing (HPC) clusters.
â- Familiarity with HPC queuing systems like SLURM.
â- Proficiency in scripting and programming languages such as Bash, Python, MATLAB, and R.
â- Previous experience in a research support capacity or technical training environment.
â- Strong technical documentation and resource development skills.

General Skills and Attributes:
â- Exceptional troubleshooting and analytical abilities.
â- Professional demeanor, maintaining composure in high-pressure situations.
â- Ability to build relationships and work collaboratively with diverse users and team members.
â- Demonstrated initiative, adaptability, and a focus on continuous improvement.
â- Ability to work independently and as part of a team.