Job Description

Application Deadline: This position will be posted until February 5, 2021. Relocation: Relocation assistance is not available for this position. Work Authorization: UCAR/NCAR will not sponsor a work visa (e.g., J-1, H1-B, etc.) for this position. U.S. Citizenship, Permanent Residency, or other protected status under 8 U.S.C. 1324b(a)(3) is required for this position. Location: In light of the ongoing coronavirus (COVID-19) pandemic and restricted access to UCAR facilities, UCAR may allow temporary remote work arrangements for newly hired employees. Eventual relocation to UCAR facilities in Boulder, CO is required for this specific position. Hiring Salary Range: $47,014 - $58,787 Full Salary Range: $47,014 - $76,397 Benefits: UCAR affirms its continuing commitment to developing, providing, and administering its employee benefit programs with due consideration for equal employment opportunity and diversity guidelines. UCAR's rich package of employee benefits includes medical, dental, vision, education assistance, retirement, and life insurance. UCAR offers a variety of programs designed to assist with work-life balance including flexible work alternatives, paid time off and 14 weeks of paid parental leave. Where You Will Work: NCARs Computational and Information Systems Laboratory (CISL) is a leader in supercomputing and data services necessary for the advancement of atmospheric and geospace science. CISLs mission is to remain a leader at the forefront of ensuring that research universities, NCAR, and the larger atmospheric, oceanographic, and related research communities have access to the computational resources they need for their research. To fulfill the need for a stronger workforce at the intersection of High Performance Computing (HPC) and geoscience problems, CISL engages in education and outreach activities to inspire and attract a diverse future workforce. What You Will Do: The Help Desk Support Specialist provides fast and useful technical assistance to NCAR staff and collaborators around the world. This position answers user inquiries and resolves support requests on basic technical issues and processes. A support specialist communicates effectively to understand a customers problem and apply solid technical knowledge to explain its solution. The support specialist must be customer service-oriented and patient in dealing with frustrated users. Over a period of time, a support specialist can expect to gain a wide range of experience in modern business applications, desktop services, enterprise IT services, and high-performance computing environments. This position requires a willingness to learn, strong communication and collaboration skills, and the willingness to have basic understanding of personal computers, mobile devices, and other tech products. Responsibilities: Serves as the first point of contact for customers seeking technical assistance via the ticket system, by phone, by email/chat, or in person and asks basic troubleshooting questions to help resolve problems quickly Determines user issues through efficient diagnostic techniques and effective communications and resolves issues through remote troubleshooting or in-person technical support Identifies and adheres to relevant policies and procedures related to business applications and high-performance computing systems Escalates unresolved or out-of-scope issues to the next level of support Records support requests and their resolution in the ticketing system Follows up with customers and updates customer status and information in the ticketing system Performs a range of tasks as part of various high-performance computing and business applications support processes Provisions and deactivates user accounts in a variety of applications and systems Carries out user exit procedures Collaborates with Help Desk colleagues to develop, maintain, and improve documentation related to support processes Suggests possible improvements to support processes What You Need: Education and Years of Experience Two-year Associate Degree in Computer Information Systems or Computer Science or equivalent experience combination. A basic knowledge of information technology environments is helpful. Knowledge, Skills, and Abilities Excellent communication and teamwork skills Customer service-oriented with a high level of professionalism and diplomacy Ability to interact with diverse staff in a manner that supports collaboration and inquiry Willingness to learn and use new computing tools, applications, and solutions Working knowledge of modern business applications, personal computers, mobile devices and other tech products Good problem solving skills and ability to diagnose and resolve basic technical issues Proficiency in English Willingness to travel occasionally for user support, conference support and training Ability to lift up to 40 lbs. Strong personal computer skills and knowledge Applicant Notes: A cover letter is required. An Inclusion Statement will be required for all applicants advancing to an in-person interview. If requested, this statement should address past efforts, as well as future vision and plans to advocate for and advance diversity, equity, and inclusion in the organization and/or field of work. Please note that while the position description details both minimum requirements as well as desired skills and experience, we want to remind applicants that you do not need to have all the desired skills and experience to be considered for this role. If you have the passion for the work along with experience in a related field, you are encouraged to apply. We can provide on-the-job training for the rest. Pre-employment screenings and background checks are conducted in conjunction with an offer for employment into risk-based positions. This screening may involve verifying or reviewing any of the following relevant information: restricted parties screening, employment verification, education verification, reference checks, verification of professional licenses, certifications, and Motor Vehicle Records. Risk-based positions require pre-employment screening, a criminal background check, and Sex Offender Registry screening (for positions working with vulnerable populations). UCAR complies with the Fair Credit Reporting Act (FCRA). The University Corporation for Atmospheric Research (UCAR) is an equal opportunity/equal access/affirmative action employer that strives to develop and maintain a diverse workforce. UCAR is committed to providing equal opportunity for all employees and applicants for employment and does not discriminate on the basis of race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy. Whatever your intersection of identities, you are welcome at the University Corporation for Atmospheric Research (UCAR). We are committed to inclusivity and promoting an equitable environment that values and respects the uniqueness of all members of our organization.,id:144881573},mode:view,requestUri:/en-US/UCAR_Careers/flowController,sessionSecureToken:vgs3rpd5lf4aougpijqodsa8n0,userLanguageCode:en-US,preferredLabelPosition:atopotificationAlertUri:/notifications-alert,pmdFetchTime:0,smdFetchTime:0,structuredDataAttributes:{data:{n title : Help Desk Support Specialist @context : http://schema.org/ @type : JobPosting datePosted : 2021-01-25 description : Application Deadline: This position will be posted until February 5, 2021.

Relocation: Relocation assistance is not available for this position.

Work Authorization: UCAR/NCAR will not sponsor a work visa (e.g., J-1, H1-B, etc.) for this position. U.S. Citizenship, Permanent Residency, or other protected status under 8 U.S.C. 1324b(a)(3) is required for this position.

Location: In light of the ongoing coronavirus (COVID-19) pandemic and restricted access to UCAR facilities, UCAR may allow temporary remote work arrangements for newly hired employees. Eventual relocation to UCAR facilities in Boulder, CO is required for this specific position.

Hiring Salary Range: $47,014 - $58,787
Full Salary Range: $47,014t- $76,397

Benefits: UCAR affirms its continuing commitment to developing, providing, and administering its employee benefit programs with due consideration for equal employment opportunity and diversity guidelines.
UCAR's rich package of employee benefits includes medical, dental, vision, education assistance, retirement, and life insurance. UCAR offers a variety of programs designed to assist with work-life balance including flexible work alternatives, paid time off and 14 weeks of paid parental leave.

Where You Will Work:

NCARs Computational and Information Systems Laboratory (CISL) is a leader in supercomputing and data services necessary for the advancement of atmospheric and geospace science. CISLs mission is to remain a leader at the forefront of ensuring that research universities, NCAR, and the larger atmospheric, oceanographic, and related research communities have access to the computational resources they need for their research. To fulfill the need for a stronger workforce at the intersection of High Performance Computing (HPC) and geoscience problems, CISL engages in education and outreach activities to inspire and attract a diverse future workforce.

What You Will Do:

The Help Desk Support Specialist provides fast and useful technical assistance to NCAR staff and collaborators around the world. This position answers user inquiries and resolves support requests on basic technical issues and processes.

A support specialist communicates effectively to understand a customers problem and apply solid technical knowledge to explain its solution. The support specialist must be customer service-oriented and patient in dealing with frustrated users. Over a period of time, a support specialist can expect to gain a wide range of experience in modern business applications, desktop services, enterprise IT services, and high-performance computing environments. This position requires a willingness to learn, strong communication and collaboration skills, and the willingness to have basic understanding of personal computers, mobile devices, and other tech products.

Responsibilities:

* Serves as the first point of contact for customers seeking technical assistance via the ticket system, by phone, by email/chat, or in person and asks basic troubleshooting questions to help resolve problems quickly
* Determines user issues through efficient diagnostic techniques and effective communications and resolves issues through remote troubleshooting or in-person technical support
* Identifies and adheres to relevant policies and procedures related to business applications and high-performance computing systems
* Escalates unresolved or out-of-scope issues to the next level of support
* Records support requests and their resolution in the ticketing system
* Follows up with customers and updates customer status and information in the ticketing system
* Performs a range of tasks as part of various high-performance computing and business applications support processes
* Provisions and deactivates user accounts in a variety of applications and systems
* Carries out user exit procedures
* Collaborates with Help Desk colleagues to develop, maintain, and improve documentation related to support processes
* Suggests possible improvements to support processes

What You Need:

Education and Years of Experience

* Two-year Associate Degree in Computer Information Systems or Computer Science or equivalent experience combination. A basic knowledge of information technology environments is helpful.

Knowledge, Skills, and Abilities

* Excellent communication and teamwork skills
* Customer service-oriented with a high level of professionalism and diplomacy
* Ability to interact with diverse staff in a manner that supports collaboration and inquiry
* Willingness to learn and use new computing tools, applications, and solutions
* Working knowledge of modern business applications, personal computers, mobile devices and other tech products
* Good problem solving skills and ability to diagnose and resolve basic technical issues
* Proficiency in English
* Willingness to travel occasionally for user support, conference support and training
* Ability to lift up to 40 lbs.
* Strong personal computer skills and knowledge

Applicant Notes:

* A cover letter is required.
* An Inclusion Statement will be required for all applicants advancing to an in-person interview. If requested, this statement should address past efforts, as well as future vision and plans to advocate for and advance diversity, equity, and inclusion in the organization and/or field of work.
* Please note that while the position description details both minimum requirements as well as desired skills and experience, we want to remind applicants that you do not need to have all the desired skills and experience to be considered for this role. If you have the passion for the work along with experience in a related field, you are encouraged to apply. We can provide on-the-job training for the rest.
* Pre-employment screenings and background checks are conducted in conjunction with an offer for employment into risk-based positions. This screening may involve verifying or reviewing any of the following relevant information: restricted parties screening, employment verification, education verification, reference checks, verification of professional licenses, certifications, and Motor Vehicle Records. Risk-based positions require pre-employment screening, a criminal background check, and Sex Offender Registry screening (for positions working with vulnerable populations). UCAR complies with the Fair Credit Reporting Act (FCRA).

The University Corporation for Atmospheric Research (UCAR) is an equal opportunity/equal access/affirmative action employer that strives to develop and maintain a diverse workforce. UCAR is committed to providing equal opportunity for all employees and applicants for employment and does not discriminate on the basis of race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy.

Whatever your intersection of identities, you are welcome at the University Corporation for Atmospheric Research (UCAR). We are committed to inclusivity and promoting an equitable environment that values and respects the uniqueness of all members of our organization.