IT039 User Services Specialist

Support•Greenbelt, MD

18h•Onsite

About The Position

This position is for a User Services Specialist to manage the primary interface between the user community and the Integrated Modeling Computing Center (IMCC). The specialist will serve as the point of contact for users, managing account lifecycles, help desk operations, ticketing workflows, and community communications to ensure effective utilization of IMCC resources. Ideal candidates should have excellent communication skills, problem-solving abilities, and a focus on customer success within a high-performance computing environment.

Requirements

Proficiency in professional ticketing system administration (e.g., Jira Service Management, ServiceNow, or similar) and remote support tools.
Working knowledge of identity management systems (LDAP, Active Directory) and secure account provisioning/de-provisioning workflows.
Proven experience in technical writing, content creation for web platforms, and managing professional communications for a diverse scientific user base.
Ability to gather, analyze, and visualize usage data to generate meaningful reports on system allocation, service trends, and capacity requirements.
Skilled in organizing, facilitating, and documenting virtual and in-person professional meetings and community outreach events.
Strong understanding of IT Service Management (ITSM) principles, with a commitment to high availability, rapid response, and proactive user support.
A BS degree and 3+ years’ experience in relevant work areas.
US Citizenship required.
Ability to obtain and maintain a Tier 1 or Tier 2 Investigation through NASA.

Responsibilities

Serve as the primary point of contact for all user inquiries.
Operate the help desk (9:00 a.m. – 5:00 p.m. ET), answering phone lines, monitoring email channels, and resolving Tier 1 support requests, including basic troubleshooting and account-related issues.
Process, track, and manage all trouble tickets through Jira Service Manager.
Capture accurate data, perform initial triage, and assign Tier 2+ issues to the appropriate technical personnel.
Monitor tickets to completion, identify trends, and provide recommendations for process improvements.
Execute full-service account management, including user provisioning, account modifications, password resets, and timely deprovisioning/deletion in accordance with security protocols.
Facilitate clear, consistent communication regarding system status, scheduled maintenance, and service availability.
Coordinate outreach activities, including user forums, brown-bag sessions, and weekly teleconferences, including scheduling, agenda creation, and action item follow-up.
Maintain and update the IMCC website with current documentation, including news, FAQs, best practices, lessons learned, and system announcements.
Ensure all SOPs and user-facing documentation are accurate and accessible.
Track, maintain, and report on the allocation and accounting of system usage daily and monthly.
Identify utilization trends and provide recommendations for capacity planning and user support optimization.
Maintain proactive relationships with key science user communities to ensure IMCC services align with their evolving needs.
Engage with potential users to understand their requirements and assist in onboarding and workflow integration.