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Opportunity: Scientific Computing Customer Support Rep (Bioinformatics & Application Support) (#3569) @ SRA International -- Atlanta, GA (US)
Submitted by Dr. David Pot; posted on Monday, June 01, 2015
BACKGROUND
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.
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.
REQUIREMENTS
- 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.
PREFERENCES
- 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
TERMS
Position is for full time employment with SRA
LOCALE
Based at our client's office at 1500 Clifton Rd in Atlanta, GA.
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