|Title||User Support Specialist|
|Company||Oak Ridge National Laboratory|
Requisition Id 4237
The Information Technology Services Division at is seeking qualified applicants for the position of User Support Specialist. This position will be responsible for coordinating end user support for our health data entities.
The Knowledge Discovery Infrastructure (KDI) program serves to facilitate research activities on data that has been entrusted to ORNL by the U.S Department of Veteran’s Affairs (VA) and other agencies. As such, ORNL is tasked with the balanced mission of sharing data in a way that enables researchers to perform research activities on this highly sensitive data, while at the same time, ensuring the security of that data. The User Support Specialist will be responsible for the processes and activities related to managing and reporting on users of the KDI protected data enclave, as well as ticketing triage of technical issues. Processes will include user account management, user training and documentation, user outreach, user assistance, and various types of reporting.
User onboarding and offboarding:
The KDI enclave at ORNL is used by researchers from the VA, ORNL, other DOE laboratories, and affiliate researchers for each of these groups. This position will be responsible for facilitating the process of bringing on (onboarding) new users, facilitating the process of removing (offboarding) existing users, and ticketing triage. Specific duties include but are not limited to:
User account management and support:
The KDI program at ORNL requires system users to verify their identity, confirm completion of training, acknowledge system rules of behavior, and receive authorization from ORNL and other tenant program entities prior to accessing systems and data. This position will facilitate the creation, maintenance, and disposition of user accounts on the KDI system. Specific duties include but are not limited to:
Manage user documentation content platform:
The KDI program uses a software application to manage user training material and account documentation for compliance and auditability with ORNL policies. This position will be responsible for managing, not administering, the various functions of this application. Specific duties include but are not limited to:
The KDI program must provide researchers and authorizing officials with up-to-date information, as it pertains to the various items listed above, in order to facilitate and enhance their ability to work with the KDI program at ORNL, as well as to offset the cost burden related to help desk and other user support activities. This position will be responsible for crafting and maintaining user outreach content. Specific duties include but are not limited to:
Basic user system support:
The KDI program also provides customer support for system issues, concerns, and basic training. This position will require entry level ability to troubleshoot and resolve issues that customers have in the environment.
This position will remain open for a minimum of 5 days after which it will close when a qualified candidate is identified and/or hired.
We accept Word (.doc, .docx), Adobe (unsecured .pdf), Rich Text Format (.rtf), and HTML (.htm, .html) up to 5MB in size. Resumes from third party vendors will not be accepted; these resumes will be deleted and the candidates submitted will not be considered for employment.
If you have trouble applying for a position, please email ORNLRecruiting[at]ornl.gov.
ORNL is an equal opportunity employer. All qualified applicants, including individuals with disabilities and protected veterans, are encouraged to apply. UT-Battelle is an E-Verify employer.
Having associates who live these values and have a great passion for what they do makes Acosta a terrific company to work for.
Must have a valid driver's license and satisfactory driving record with at least 1 year of driving experience. Quickly identify and resolve technical issues ].
Possess a valid driver’s license in the state you live and work out of with good driving record and insured transportation. Performs other duties as assigned.
Experience in the finance field preferred. Constantly operate a computer and other office productivity machinery, such as a telephone, calculator, copy machine,…