Information Technology Support Associate

Technology Management Group

The National Center for Supercomputing Applications (NCSA) advances discovery and innovation through extreme-scale computing, science-enabling software, and the skills of our expert staff. The center is part of the flagship University of Illinois at Urbana-Champaign—a world leader in research, teaching, and public engagement—and is located in a micro-urban community that combines cultural vibrancy with affordability and quality of life.

For more than 30 years, NCSA has partnered with visionaries to discover solutions to grand challenges for the benefit of science and society. Our advanced digital resources and world-class staff push research beyond the unimaginable. Can you imagine? We can.

NCSA is currently seeking an Information Technology Support Associate to function as a member of the Technology Management Group (TMG), providing primary technical support. The primary responsibilities of this position include monitoring a computer operations center and helpdesk facility that operates 24-7. This includes, but is not limited to: installing, maintaining, and supporting hardware and software systems, responding to user requests and help tickets, monitoring computing and facility operations and researching solutions to complex computing problems. The position will also include monitoring the building environment at the National Petascale Computing Facility (NPCF). The incumbent must be able to work with a diverse population of technical and non-technical users, both internal and external to the University, and to analyze hardware and software systems. Excellent communication skills are essential. Hours and days for this open position are: 3pm - 11:30pm, Sunday - Thursday. These positions may work across multiple shifts and may be required to work on evenings, weekends and/or holidays as needed.

Key responsibilities

  • IT Helpdesk Support and Operations Monitoring
    • Help desk and call center: serve as initial resource person for first-tier response and resolution, via ticket or phone call.
    • Receive, evaluate, respond, and resolve tickets in all helpdesks (NCSA, XSEDE, etc.).
    • Overall monitoring, troubleshooting and response of helpdesk, user-facing services, and computer systems, including remote systems and services.
  • Compute System Administration
    • Develop and maintain software tools as needed for NCSA computer operations and helpdesk support activities.
    • Integrate computing hardware and software systems into the TMG operations center environment.
    • Install, evaluate and maintain system-level software, including local modification of operating system software or system level software.
    • Monitor, troubleshoot and report on use of compute system resources.
    • Analyze and resolve compute system problems, including functional as well as performance issues.
    • Work with document manager to provide material for development of operations staff documentation. Train other staff on support of new capabilities and services.
    • Write, document, and maintain system administration tools and scripts for internal use. Research and obtain system administration tools available outside of NCSA as appropriate.

Required education and experience

  • Three or more years of related experience in one or more areas of system administration, computer operations or help desk/user support required.
  • Two years of experience in one or more areas of software development, computer system (technical) management, performance analysis and tuning, network architecture, diagnosing complex hardware/software component and interaction problems.
  • One year of experience with Linux/Unix systems required.

Experience can be concurrent.

Preferred experience

  • BA/BS degree preferred but not required, preferably in computer science, engineering, IT or related field.
  • One year of experience with computing environments and a wide variety of software and hardware, HPC (high performance computing) experience highly preferred.
  • Perl, Awk, and shell scripting skills preferred.

This is a full-time Civil Service IT Support Associate position appointed on a 12-month service basis. The expected start date is as soon as possible after December 9, 2019. Salary is commensurate with experience. The minimum hourly rate for the position is $22.56 per hour.

Applications must be received by December 9, 2019. Apply for this position at jobs.illinois.edu. If you have not applied before, you must create your candidate profile. If you already have a profile, you will be redirected to that existing profile via email notification. To complete the application process:

Step 1) Submit the Staff Vacancy Application.

Step 2) Submit the Voluntary Self-Identification of Disability forms.

Step 3) Upload your cover letter, resume (months and years of employment must be included), and academic credentials (unofficial transcripts or diploma may be acceptable) and names/contact information for three references.

In order to be considered as a transfer candidate, you must apply for this position as described above. Applications not submitted through the website will not be considered. For further information about this specific position, contact Bryan Fijalkovich, fijalkov@illinois.edu. For questions about the application process, please contact 217-333-2137.

The University of Illinois conducts criminal background checks on all job candidates upon acceptance of a contingent offer.

The University of Illinois is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply. For more information, visit http://go.illinois.edu/EEO.

For further information regarding our application procedures, you may visit www.ncsa.illinois.edu or email NCSA-HR@illinois.edu.