Client Service Specialist

The Ohio State University • Columbus, OH

12d • Onsite

About The Position

The Ohio Supercomputer Center (OSC) seeks a Client Services Specialist to support the overall mission of the High Performance Computing (HPC) Client Services Group. This role acts as the primary coordinator for IT service delivery and client case management, overseeing the intake, tracking, and resolution of cases, incidents, and service requests to ensure timely and high-quality support. OSC accelerates discovery for Ohio’s academic and commercial researchers by providing accessible, reliable and secure high performance computing power at a fraction of the cost of alternatives, along with expert consultation and secure storage. The HPC Client Services Group delivers the client experience at OSC through client engagement and administration. As a Client Services Specialist, this individual is responsible for triaging client cases and service requests, with additional responsibility for incidents, coordinating referrals to appropriate analysts, and ensuring timely resolution. The Client Services Specialist will report to the Client Engagement Manager at the Ohio Technology Consortium (OH-TECH) main office located on The Ohio State University's West Campus. The Ohio Supercomputer Center, along with OARnet and OhioLINK, is part of the Ohio Technology Consortium (OH-TECH), the technology and information division of the Ohio Department of Higher Education (ODHE). OH-TECH provides high-tech solutions for Ohio’s higher education institutions to catalyze innovation in the modern knowledge economy. OH-TECH is a welcoming and supportive work environment.

Requirements

• Bachelor's degree or an equivalent combination of education and experience.
• User-level UNIX skills.
• 2 years of work experience either in client service management (CSM) or IT service support or HPC.
• Excellent written and verbal communication skills with a service mindset.
• Ability to communicate technical details to a non-technical audience.
• Eligible to work in an export-controlled environment.

Nice To Haves

• 2-4 years of experience in HPC.
• Proficient at writing shell scripts (Python, BASH, or equivalent).
• Exposure to computation-intensive and data-rich/data-intensive research workflows.
• Exposure to software development practices and tools, such as git.

Responsibilities

• Works with the rest of the OSC technical team to deliver a smooth client experience.
• Informs clients of service issues.
• Creates and updates external and internal documentation when needed.
• Analyzes case records, along with incidents and job statistics, to identify deficiencies in service delivery processes, OSC services, client training, and analysis tools, and assists in implementing improvements where appropriate.
• Participates in OSC projects as directed.

Benefits

• Medical, dental and vision coverage, with Ohio State paying a significant portion of the cost.
• Paid time off, including sick and vacation time and 11 holidays.
• State retirement plan or an alternative retirement plan, both with generous employer contributions.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior