Classified Compute User Support Specialist

Oak Ridge National Laboratory•Oak Ridge, TN

About The Position

The Classified Compute User Support Specialist is a Tier 1 support role in the Classified Compute & Advanced Platforms Group within Oak Ridge National Laboratory’s Field Intelligence Operations Division. The team provides compute and storage infrastructure for highly secure enterprise operations and monitors critical systems around the clock in a classified environment. The specialist is a first point of contact for hardware, software, and account issues, and triages, logs, resolves, or escalates support tickets. The position supports critical mission requirements 24/7/365 and requires shift work, primarily in a SCIF or other classified environment where personal electronic devices and remote-work capabilities may be restricted. The role provides Tier 1 support for compute nodes, storage arrays, and network devices; assists researchers and engineers with access to and use of the HPC environment; monitors cluster health and performance; and performs routine operations and maintenance. It also includes basic account administration, workstation and server imaging, software installation, documentation and escalation, and support for security-hardening and compliance activities under appropriate oversight. The specialist must follow strict physical-security, device-control, and classification-marking and handling rules in SCIF/SAP environments. The position requires an active qualifying security clearance for consideration and the ability to obtain and maintain a Top Secret Q Clearance with SCI access from the Department of Energy. It is a Workplace Substance Abuse Program testing-designated position, requiring a pre-placement drug test and participation in ongoing random drug testing; random polygraph testing may also apply. Visa sponsorship is unavailable.

Requirements

A BS degree in computer science, computer engineering, digital forensics, cybersecurity, or a related field, with 2–4 years of experience supporting system administration, system engineering, or information technology; overall experience and education may be considered in lieu of a degree.
Experience handling sensitive data and troubleshooting IT or basic data center issues.
Basic experience with Windows/Linux OS administration, hardware and software troubleshooting, and core networking to triage tickets and provide user support.
Experience with service management workflows and documenting troubleshooting steps.
Experience interpreting and applying policies, procedures, and regulatory requirements.
Ability and willingness to work primarily in a SCIF/classified environment, where personal electronic devices and remote-work capabilities may be restricted.
An active L, TS, Q, or TS/SCI clearance; TS/SCI eligibility or access may be required based on mission requirements. The posting also states an active TS, Q, or TS/SCI clearance is required for consideration.
Willingness to undergo the process to achieve elevated security requirements, such as special access programs.
Ability to obtain and maintain a Top Secret Q Clearance with SCI access from the Department of Energy.
Passing a pre-placement drug test and participating in an ongoing random drug-testing program; random polygraph testing may also apply due to SCI requirements.
Ability to work shift schedules in support of 24/7/365 mission requirements.

Nice To Haves

Strong organizational skills and ability to manage multiple actions, priorities, and deadlines simultaneously.
Strong written and verbal communication skills.
Demonstrated attention to detail and ability to maintain accurate records.
Ability to exercise discretion and sound judgment when handling sensitive personnel and security matters.
Ability to work effectively independently and as part of a multidisciplinary security and mission-support team.
Previous experience working in an SCI or SAP environment or supporting SCI operations.
Familiarity with applicable ICDs, Intelligence Community security policy, DOE and DoW security requirements, and national-level security requirements.
Experience developing or maintaining SOPs, process documentation, metrics, or workflow improvements.
Demonstrated ability to provide responsive customer service while maintaining security and compliance requirements.
Security+ or baseline IAT Level II certification.

Responsibilities

Provide Tier 1 problem identification, diagnosis, and resolution for compute nodes, storage arrays, and network devices.
Assist researchers and engineers in accessing and using the HPC environment.
Monitor cluster health, node status, power and cooling metrics, and queue performance using monitoring tools.
Perform routine node reboots, hardware replacements such as blades, memory, and drives, cable management, and basic server racking.
Document troubleshooting steps, escalate Tier 2 and Tier 3 issues to senior engineers, and communicate status updates to internal customers and management.
Handle basic user account creation, password resets, and permission adjustments under established administrative frameworks.
Support security-hardening baselines, such as DISA STIGs and RMF, and assist with vulnerability scanning or patch tracking under ISSO/ISSM oversight.
Perform basic workstation and server imaging, software installations, peripheral checks, and routine health monitoring.
Follow physical-security, device-control, and classification-marking and handling rules in SCIF/SAP environments.
Align behaviors, priorities, and interactions with ORNL’s core values and promote a respectful, equal-opportunity workplace.