Client Service Specialist

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Job Title: Client Service Specialist Department: OHTECH | Ohio Supercomputer Center Client Services

The Ohio Supercomputer Center (OSC) seeks a Client Service Specialist to support the overall mission of the High Performance Computing (HPC) Client Services Group and in particular act as the primary IT service (including incident and service request) coordinator. OSC accelerates discovery for Ohios 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 Service Specialist, this person is responsible for client incident and service request triage, referral to other analysts as appropriate and resolution of both incidents and service requests.

Responsibilities of the position include:

• Works with the rest of the OSC technical team to deliver a smooth client experience.

• Informs clients of service issues through OSC web and social media outlets.

• Creates and updates external and internal documentation when needed.

• Analyzes incident records and job statistics to identify deficiencies in incident processes, OSC services, client training and analysis tools, and assists in improvements where appropriate.

• Participates in OSC projects as directed.

The Client Service Specialist will report to the Client Engagement Manager at the Ohio Technology Consortium (OH-TECH) main office located on 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 Ohios higher education institutions to catalyze innovation in the modern knowledge economy. OH-TECH is a welcoming and supportive work environment.

Because The Ohio State University serves as OH-TECHs fiscal and legal agent, OH-TECH staff enjoy the same benefits as other Ohio State employees , including participation in the Ohio Public Employees Retirement System (OPERS), the Ohio State Health Plan, employee wellness and work-life balance programs, educational benefits, discount programs and more.

Required Education/Experience:

• Bachelor's degree in a science, technology, engineering or mathematics field or an equivalent combination of education and experience.

• User-level UNIX skills.

• 2 years of work experience either in 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.

Desired Education/Experience:

• 2-4 years of experience in high-performance computing.

• 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

Additional Information:

Function: Information Technology

Subfunction: IT Service Support

Career Band: Individual Contributor - Specialized

Career Level: S2

Location: Kinnear Rd, 1224 (0374) Position Type: Regular Scheduled Hours: 40 Shift: First Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

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