Job Posting 70824

User Support Analyst
Queens University
Eastern Ontario
Kingston, Ontario
closes in 2 days (Wed, 12 May)
full time - term / contract

Reporting to the Security Manager, the User Support Analyst  provides a high degree of technical support/services and advice to the Centre for Advanced Computing (CAC) clients to  resolve client technology-based issues and questions. The User Support Analyst acts as a key point of contact for researchers using CAC’s platform and the Compute Canada Platforms to provide complex problem diagnosis and remediation, consulting, issue management and technical project support, including planning, analyzing, designing, and implementing the required changes for system and application enhancements and updates. The User Support Analyst is responsible for the installation, security, maintenance, troubleshooting and support of client-facing software and systems. This position maintains a high degree of technical knowledge to resolve problems autonomously in the absence of readily available support and demonstrates excellent customer interaction skills in designing and delivering educational and technical training seminars and developing user support documentation for faculty and research community at the university.

 

KEY RESPONSIBILITIES:  

  • Investigate, diagnose and resolve complex information technology problems and provide system function and maintenance support for client issues, managing workflows within the CAC’s support ticketing system and escalating issues to Management as required.
  • Install, configure, and upgrade client software and packages, including configuring and running MATLAB on HPC clusters, and carry out complex application administration tasks, such as developing and maintaining update schedules.
  • Optimize researcher code and software to achieve optimal performance, ensure user requirements are fulfilled and documentation standards are maintained.
  • Troubleshoot and debug software and code to address program or application usability issues, analyzing and revising existing system logic difficulties as necessary.
  • Maintain custom software or application solutions that enhance efficiencies with research data analysis and processing activities.
  • Provide consultation and expert technical advice and support for client-facing Centre for Advanced Computing operation systems. Inform Security Manager (or designated project manager) of any information that may identify challenges to project schedules, missed project deliverables, incomplete tasks or inaccurate results.
  • Analyzes both client-specific business and technical requirements and translate to technical specifications, security requirements and actionable work plans.
  • Design and implement new applications and enhance existing applications from simple to complex for the Centre for Advanced Computing. Implement system projects in collaboration with internal and external groups and organizations.  
  • Implement and maintain Centre for Advanced Computing security solutions, and test for desired functionality and capability.
  • Collaborate with the technical development team to design and develop training content and learning materials for delivery at workshops, to instruct clients about technology issues and outreach events. Educate users/stakeholders in how to effectively use the available technology, using a variety of tools (website self-help content, internal operating procedures, one-on-one meetings or call-in sessions).
  • Develop technical application documents for program maintenance and non-technical documents for end-user support, including an understanding of its configuration including standards, system diagrams, templates, and associated maintenance procedures.
  • Work with the CAC development team and other technical units when applications cross system boundaries to analyze integration options and determine alternatives that meet identified operational work environment requirements, maximize efficiency and accuracy.
  • Maintain a high degree of technical knowledge in the use of computer operating systems, software applications, computer networking, and other aspects of information technology.
  • Demonstrates commitment to fostering a diverse and inclusive work environment where there is mutual respect and collaboration across all teams.
  • Identifies and recommends new processes, application features, and automation in keeping with advancing IT best practices and standards. Undertake other duties as required in support of the department.

REQUIRED QUALIFICATIONS:  

  • University degree with a technical concentration, such as Engineering, Computer Science, Life Sciences or related field.
  • Minimum 5 years relevant work experience in programming, data analysis, database design, as well as in the development, implementation and maintenance of information systems.
  • Demonstrated expertise using Linux (CentOS/Redhat/Ubuntu) Operating Systems.
  • Experience with managers such as SLURM.
  • Experience with programming and scripting using Python, R and bash is as asset.
  • Experience working with HPC environments such as MPI, OpenMP, CUDA, or others.
  • Familiarity with configuring and running MATLAB on HPC clusters is an asset.
  • Experience providing support via email, phone and ticketing systems.
  • Linux certifications, such as RHCSA, is an asset.
  • Experience providing user training and teaching is an asset.
  • Criminal background check (CPIC) required.
  • Consideration will be given to an equivalent combination of education and experience.

SPECIAL SKILLS:

  • Advanced knowledge, expertise and demonstrated successful experience with computing systems.
  • Ability to learn new technologies and assess their usefulness for clients.
  • An understanding of security and security risks involving UNIX systems.
  • A strong understanding of file based and account permissions.
  • Ability to install software from source code in Linux based environments.
  • Ability to install packages using package managers such as yum, pip, CRAN and others.
  • Effective time management and organizational skills in order to handle a broad range of responsibilities and frequent interruptions to coordinate workflow.
  • Excellent analytical and problem-solving skills, with the ability to determine and troubleshoot software configuration issues across a variety of technologies, understand problems or assist in systems design / development, investigate and evaluate new technologies and recommend modifications to existing systems as well as research solutions for problems that may have no readily available support.
  • Interpersonal and communication skills (both verbal and written) in order to interact with both technical and non-technical staff and clients at all levels.
  • Experience working in a client-service, team-based environment: actively engages the customer or team member and evaluates their needs in a timely manner. Establishes plans and organizes work to meet or exceed the deadlines. Periodically, conducts plan reviews and provides updates to client/customer. Recommends process efficiencies
  • Ability to adapt to a changing work environment and to acquire new skills as it becomes necessary.
  • Inclusivity: promotes an inclusive environment and coach’s others to address and support those who may feel vulnerable. Ensures the diverse group receives opportunities for fair treatment regardless of background.
  • Ability to work independently with limited supervision as well as collaborate with team members, as required by the assigned task. Excellent attention to detail and ability to self-check the accuracy of one’s work.

 

DECISION MAKING:

  • Determine appropriate problem-solving procedures and decide how to best rectify the problem by assessing symptoms and system behaviour, applying technical expertise with methodical diagnosis and process of elimination Decide if a problem should be referred to others.
  • Allocate time, prioritize tasks and determine work flow.
  • Continually assess and adjust priorities and manage tasks in a fast-paced and demanding environment.
  • Determine user needs and requirements.
  • Manage access control procedures.
  • Maintain the operation and integrity of user-focused systems.
  • Determine the content of technical documents and training seminars in order to meet the needs of all users at various levels of technological familiarity, and how to present the information clearly and effectively.
  • Determine how to best allocate time, prioritize tasks and determine work flow in order to avoid complaints and difficulties. Identify which course of action to take in order to rectify problems. Continually assess and adjust priorities and manage tasks in a fast-paced and demanding environment.
  • Determine appropriate inventory and forecast future demands for products and service acquisitions. Decide how to implement new technologies with minimal disruption to workflow.
  • Determine when to take issues and decisions to senior staff and when to act independently.
  • Assess the nature of a request and assists the customer as appropriate.
  • Confidentiality is paramount, therefore an aptitude to differentiate what information is sharable when and to whom.

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