HCP Support Engineer
RIVA Solutions Inc
Job Info
Title: HPC Support Engineer
Location: Boulder, CO
Terms: Full-Time/Permanent
Travel: None
Clearance: All qualified candidates must be able to obtain and maintain a security clearance.
RESULTS. INNOVATION. VALUES. ACCOUNTABILITY.
That’s RIVA. Our employee-first approach has manifested a culture that attracts the best and brightest. By investing in people firsts, and providing a flexible work environment, our employees have higher moral, higher productivity rates, and lower turnover. At RIVA, people are our #1 priority.
Position Description:
NOAA’s Global Systems Laboratory (GSL) is responsible for implementing and maintaining the information systems used to collect, process and disseminate the weather-related data necessary to support GSL's mission. The compute systems include Research & Development (R&D) High Performance Computing (HPC) systems spread across a wide geographical area, stand-alone servers, and virtual machines. The HPC Support Engineer will be the primary interface between HPC users and HPC system engineers and application support engineers. This position requires excellent customer service, organizational, and PC and Linux skills, with the ability to triage and resolve help tickets, problem solve, analyze data, adjust priorities and document procedures in a dynamic high-tech environment.
Primary Duties:- Programming experience and familiarity with scripting languages such as Bash, Perl, and Python, to be used to manage, extend, and develop customized scripts in support of the R&D HPC user environment.
- Experience with using Git based revision control services (i.e. GitHub, Gitlab) for the purpose of code development, code management, and issue tracking
- Manage complex Excel spreadsheets to import/export, organize, calculate, and summarize/display data
- Configure, modify, and train others on the help ticket software
- Triage HPC user help tickets and route appropriately
- Resolve level one user help tickets (system access, accounts, resource and data management, etc.).
- Track, escalate, and report on HPC help tickets
- POC for NOAA HPC user issues.
- Understand and implement accountability hierarchy for portfolios, projects, allocations, and user accounts
- Assist in Creating/Disabling/Tracking HPC project accounts
- Receive, verify, organize, prioritize, record, and execute resource change requests
- Create and maintain user facing documentation
- Attend daily/weekly user support meetings: maintain agenda’s, report issues and status, problem solve, take notes (action items and decisions), answer questions.
- Attend HPC management and User Review meetings: maintain agenda’s, take notes (action items and decisions), answer questions.
- Assist with account management requests/issues and contribute to the execution and efficiency improvement of the HPC account management process
- Assist with HPC report generation/dissemination (resource management, tickets, usage, availability, etc.) via documents, complex spreadsheets, and data base report tools.
- Write and update procedures for all aspects of job responsibilities
- Maintain management calendars, email lists, chat rooms, ticket assignments, and other communication vehicles
- Provide regular status and progress updates
- Review issues/action items weekly notify of delinquencies
- Communicating with internal and external technical staff to resolve user issues
- Keeping users appraised of user facing changes and system issues.
POSITION QUALIFICATIONS/REQUIREMENTS:
- Bachelor’s Degree in Business or IT or equivalent experience
- 4+ years’ experience supporting highly technical IT customers
- Programming and scripting experience
- Meet security requirements for CAC and system privileged access
- Strong numeric analysis, problem analysis, and problem-solving skills
- Strong organizational skills, including setting/adjusting priorities, managing multiple tasks simultaneously, and task follow through to competition
- Must have excellent Excel skills or be able to independently learn
- Familiarity with Unix/Linux operating systems and standard utilities or able to independently learn
- Experience using and configuring user support ticketing systems
- Excellent customer support skills
- Excellent English language skills
- Experience triaging IT related user help tickets
- Experience in IT related field, preferably in High Performance Computing
- Eagerness to learn and collaborate with others, but able to work independently
- Proficient PC (Windows) skills
- Proficiency with cloud-based collaboration tools (ex: Google Apps, Microsoft Teams)
- Proficiency with Microsoft Word (or similar product)
- Good technical writing skills
Salary: $125-145K DOE
RIVA Benefits:
- Health, Dental, and Vision Coverage
- Life Insurance
- Retirement Benefits / 401K with company matching
- HSA/FSA Spending Accounts
- Long- and Short-Term Disability
- Pet Insurance
- Wellness Program Initiatives
- RIVA Flex
- Additional Workplace Benefits
RIVA Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, veteran status, or any protect class. If you need a reasonable accommodation to search for a job opening or to submit an online application, please email . Only messages left for this purpose will be returned.
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