Help Desk Technician

SAIC•Princeton, NJ

4h•Onsite

About The Position

SAIC is seeking a Help Desk Technician to support a 24x7 data center and its users at a customer site in Princeton, NJ. The role involves managing the operation of the supercomputer, associated systems, and supporting user computer systems in a heterogeneous environment. Key activities include monitoring batch compute jobs, network performance, and facility infrastructure. The candidate will interact with highly technical climate scientists and must possess excellent communication skills to professionally respond to user requests.

Requirements

Ability to troubleshoot computer hardware problems
Ability to analyze production job performance issues
Ability to proactively monitor performance of the Laboratories networking environment
Ability to answer Help Desk requests at a Tier I Level, providing adequate triage and follow-up
Ability to develop and maintain scripts for operation use
Ability to escalate HPC issues to system and vendor staff
Ability to troubleshoot user issues and respond to Help Desk tickets
Experience with system deployments and routine maintenance (e.g., patching, updates)
Ability to triage and investigate tickets for users
Ability to perform operations level technical tasks (e.g., reset passwords, resolve printing/scanning issues, peripheral hardware issues)
Great communication skills

Responsibilities

Under the guidance of professional staff, troubleshooting computer hardware problems, analyzing production job performance issues, and proactively monitoring performance of the Laboratories networking environment to identify and coordinate resolution of problems
Monitor all health of local and remote systems within the High-Performance Program
Answer Help Desk requests at a Tier I Level, providing adequate triage and follow-up
Develop and maintain scripts for operation use
Escalate HPC issues to system and vendor staff
Troubleshoot user issues, responding to Help Desk tickets, keeping users informed of resolution progression
System deployments and routine maintenance such as patching, updates
Triage and investigate tickets for users as they come in
Perform operations level technical tasks i.e. reset passwords, resolve printing/scanning issues, peripheral hardware issues
Perform operations logistics such as building checks, package logging, visitor processing, answer phone calls
Taking on non-interference projects