Job Description:
Scientific Computing Customer Support Rep SRA InternationalHealth Research ProgramsUSA-GA-Atlanta SRA is seeking a Customer Support Specialist to serve as the initial point of contact providing user, application, and system support services for a complex and growing scientific computing (SciComp) operations unit. The SciComp environment provides shared bioinformatics and high-performance computing (HPC) services across the three National Centers supported by the Centers for Infectious Disease and Prevention (CDC), Office of Infectious Diseases (OID). These services are recognized as the CDC High Performance Computing Center of Excellence. In this role, you will triage help desk requests and provide one on one consultation on scientific computing resources and services. Support and consultation may include researching scientific computing problems and questions and responding with answers or interventions. You will also be responsible for tracking requests and analyzing request data for trends and common system problems. The ideal candidate will have broad understanding of bioinformatics tools and high-performance computing systems; and must have strong interpersonal and communication skills.
Position is for full time employment with SRA and will be based at our client's office at 1500 Clifton Rd in Atlanta, GA.
RESPONSIBILITIES:
Liaise between business and technical users.
Act as a front-line of interface between operational resources and the user community.
Provide technical assistance and support for incoming queries and issues related to scientific computer systems, software, and hardware.
Distribute tickets to engineers and technicians.
Respond to queries either in person, in email, or over the phone.
Maintain daily, weekly, and monthly metrics of helpdesk system usage.
Triage and prioritize technical support issues.
Respond to email messages for customers seeking help.
Ask questions to determine nature of problem.
Follow up with customers to ensure issue has been resolved.
Generate reports.
Update general knowledge bases on issues
Assist with defining and documenting business requirements
Assist with developing written requirement documents as required by projects
Assist with developing comprehensive training plan and schedule
Review and disseminate communications materials as required by contract
Organize and manage training, operations, and user documentation within content management system. Required:
Bachelors degree and 1+ year experience with customer service, help desk, bioinformatics or high performance computing support experience (or equivalent combination of education and experience; Masters degree will also be considered. Training in a related field such as Bioinformatics, Computational Biology, Biology, Chemistry or Information Technology would be a plus)
General knowledge of computer usage and skills to include MS Office, Internet, email, etc.
Working knowledge of Linux or Unix is required.
Desired:
Excellent written and verbal communication skills.
Scripting experience is a plus such as Bash, Python or Perl
Ability to think quickly and respond appropriately.
Professionally oriented
Experience with bioinformatics applications and concepts preferred
Experience with courseware development preferred
Experience with one or more scripting languages is a plus
Ability to author training manuals preferred
Comfort in interacting one-on-one and in group settings with users.
General experience in troubleshooting technology
Experience working in a helpdesk environment
Job Information
Position Type: Faculty Reference (Job ID number): 3569
Start Date: ASAP
Duration: Full Time
Status: open
Contact Information
SRA International
Health Research Programs
Shannon Hensley
shannon_hensley@sra.comwww.sra.com/careers
How To Apply:Please apply directly online via www.sra.com/careers to job #3569 Please apply by May 30th. Start date is negotiable.
Additional Info:
[Click Here to Access the Original Job Post]
Scientific Computing Customer Support Rep SRA InternationalHealth Research ProgramsUSA-GA-Atlanta SRA is seeking a Customer Support Specialist to serve as the initial point of contact providing user, application, and system support services for a complex and growing scientific computing (SciComp) operations unit. The SciComp environment provides shared bioinformatics and high-performance computing (HPC) services across the three National Centers supported by the Centers for Infectious Disease and Prevention (CDC), Office of Infectious Diseases (OID). These services are recognized as the CDC High Performance Computing Center of Excellence. In this role, you will triage help desk requests and provide one on one consultation on scientific computing resources and services. Support and consultation may include researching scientific computing problems and questions and responding with answers or interventions. You will also be responsible for tracking requests and analyzing request data for trends and common system problems. The ideal candidate will have broad understanding of bioinformatics tools and high-performance computing systems; and must have strong interpersonal and communication skills.
Position is for full time employment with SRA and will be based at our client's office at 1500 Clifton Rd in Atlanta, GA.
RESPONSIBILITIES:
Liaise between business and technical users.
Act as a front-line of interface between operational resources and the user community.
Provide technical assistance and support for incoming queries and issues related to scientific computer systems, software, and hardware.
Distribute tickets to engineers and technicians.
Respond to queries either in person, in email, or over the phone.
Maintain daily, weekly, and monthly metrics of helpdesk system usage.
Triage and prioritize technical support issues.
Respond to email messages for customers seeking help.
Ask questions to determine nature of problem.
Follow up with customers to ensure issue has been resolved.
Generate reports.
Update general knowledge bases on issues
Assist with defining and documenting business requirements
Assist with developing written requirement documents as required by projects
Assist with developing comprehensive training plan and schedule
Review and disseminate communications materials as required by contract
Organize and manage training, operations, and user documentation within content management system. Required:
Bachelors degree and 1+ year experience with customer service, help desk, bioinformatics or high performance computing support experience (or equivalent combination of education and experience; Masters degree will also be considered. Training in a related field such as Bioinformatics, Computational Biology, Biology, Chemistry or Information Technology would be a plus)
General knowledge of computer usage and skills to include MS Office, Internet, email, etc.
Working knowledge of Linux or Unix is required.
Desired:
Excellent written and verbal communication skills.
Scripting experience is a plus such as Bash, Python or Perl
Ability to think quickly and respond appropriately.
Professionally oriented
Experience with bioinformatics applications and concepts preferred
Experience with courseware development preferred
Experience with one or more scripting languages is a plus
Ability to author training manuals preferred
Comfort in interacting one-on-one and in group settings with users.
General experience in troubleshooting technology
Experience working in a helpdesk environment
Job Information
Position Type: Faculty Reference (Job ID number): 3569
Start Date: ASAP
Duration: Full Time
Status: open
Contact Information
SRA International
Health Research Programs
Shannon Hensley
shannon_hensley@sra.comwww.sra.com/careers
How To Apply:Please apply directly online via www.sra.com/careers to job #3569 Please apply by May 30th. Start date is negotiable.
Skills :
Areas :
Additional Info:
[Click Here to Access the Original Job Post]