Helpdesk Support Analyst

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%)
* Serve as the first point of contact for user support requests via phone and email-based ticketing systems.
* Diagnose, troubleshoot, and resolve user issues related to HPC systems, software, and network configurations.
* Prioritize and escalate complex support requests to the appropriate subject matter experts within MSI.
* Provide exceptional customer service by maintaining clear communication and following up on support requests.
* Develop and maintain user-facing self-help resources and internal documentation.
* Test programs, develop scripts, and refine procedures to improve user support and streamline workflows.
* 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%)
* Collaborate with UGG and MSI staff to plan, execute, and manage projects supporting research and computational services.
* Maintain and troubleshoot training room equipment and provide technical assistance during training sessions.
* 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 "work with flexibility" 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:
* Bachelor's degree in a related field or a combination of education and work experience totaling four years.
* Proficiency with Linux-based systems, including command-line tools and software analysis packages.
* Experience in maintaining and troubleshooting computer systems, including hardware and software.
* Strong customer service skills and the ability to communicate technical concepts effectively.

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

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

MSI serves over 5,000 researchers, providing them with world-class computational resources to drive innovation and discovery. This position offers a unique opportunity to contribute to groundbreaking research and be part of a supportive, user-focused team dedicated to advancing computational science.

The University of Minnesota is an equal opportunity educator and employer. We are committed to diversity and inclusion and encourage candidates of all backgrounds to apply.

Pay Range: $24.05 - $33.65 per hour; depending on education/qualifications/experience

Time Appointment:100% Appointment

Position Type: Civil-Service

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).