IT Pro 3-User Support

Senior Help Desk Analyst

About the Job:
Provides technical support to faculty, staff, and students who use the large computational clusters housed at the Minnesota Supercomputing Institute (MSI), as well as all the peripheral hardware and software required to make use of these high performance computers. Diagnoses user problems, troubleshooting, providing solutions, and escalating issues if needed. Develops and edits resources for users based upon current and near-future needs, and writes scripted procedures in support of research pipelines and other functions. Interviews, hires, trains, schedules, and supervises a staff of undergraduate students that assist at the MSI Help Desk, creating guides and other materials for new students to the job so they can effectively serve faculty and graduate researchers.

Location and Work environment: This position is hybrid (work profile 2, on campus at least 4 days per week), with a campus work location in Walter Library.

Primary Responsibilities:
30% - Provides technical support to faculty, staff, and students who use the large computational clusters housed at the Minnesota Supercomputing Institute (MSI), as well as all the peripheral hardware and software required to make use of these high performance computers. Diagnoses scope of user problems (individual, project, user base), independently troubleshoots activity, implements solutions, and escalates where higher administrative permissions are needed. Provides guidance to junior employees and others in MSI by serving as subject matter expert for primary services. Rectifies faults that impede timely resolution of issues and provides feedback to demystify solutions. Monitors primary services and surfaces issues to others ahead of larger user impact. Develops procedures that outline solutions to complex problems for junior employees and students. Investigate high level issues that impact the larger user base. Assists Senior Management where issues or changes involve user education.
20% - Oversees the operations of the MSI Help Desk, the main point of contact at the MSI for researchers on any issues and/or requests for services. Interviews, hires, trains, schedules, and supervises undergraduate student staff that assist at the MSI Help Desk, creating guides and other materials for new students to the job so they can effectively serve MSI researchers. Assists with the budgeting process for this aspect of the job. Advocates for students in providing opportunities to contribute to other teams within MSI by facilitating meetings and directing work based on the needs of the organization. Serves as representative of users needs in testing future service changes that impact user experience e.g., Open OnDemand updates, MyMSI, ticketing system testing, internal staff documentation platform.
20% - Leads user documentation development to support the mission of providing high quality technical documentation. Explores technical solutions to automate standard requests and reassesses standard operating procedures to reduce steps and increase fault tolerance in support of research pipelines and other functions. Manages GHEC Organization repository that includes primary repository of support tools utilized by junior employees and students, and user documentation website. Writes time sensitive user communications for User Bulletin, Monthly Maintenance, Incident Reporting, administrate user facing website, technical user documentation website, staff ticketing service, and internal documentation service.
10% - Supports the training effort at MSI by overseeing the function of the equipment in the Training Room, and assisting instructors with any need before and during a training session. On occasion serves as Assistant Instructor for tutorials, which are taught either remotely or in-person. Directs continuous improvement of tutorial deliverables as the primary contributor to the video editing pipeline that enables junior employees to maintain higher production value with minimal training. Maintains training equipment and recommends purchases based on necessities to reduce downtime.
10% - Primary technical support for units in Research Computing (AI Hub, International Institute for Biosensing, GeoCommunities, MSI, U-Spatial) including:
Audio Visual technician for events such as MSI tutorials, webinars, online sessions
Short-term asset assignment
Hardware repairs
Data recovery
Asset Management of surplus staff equipment, performing routine maintenance, asset assignment, hardware repairs, data recovery and guidance within the domain of expertise (including opening tickets with Central IT, coordinating handoff for reimaging of equipment)
10% - Collaborate with operations staff and perform data center tasks to install, service, and maintain hardware.

Required Qualifications:
BA/BS degree plus at least four years of experience, or a master's degree plus at least two years of experience.
Knowledge of high-performance computing operations, and detailed knowledge of those aspects as they pertain to how researchers use these systems -- connection methods, using the Linux command line, job submission, etc.
Communication skills sufficient to answer questions in a professional manner to a variety of different users of MSI systems who have a variety of differing motivations.

Preferred Qualifications:
Detailed knowledge of other associated areas of HPC operations: software, computer languages and scripting, networking, compiling and debugging, etc.
Advanced communication skills, both in writing and editing of direct communications and web articles.

MSI serves over 5,000 researchers, providing them with world-class computational resources to drive innovation and discovery. This position offers a unique opportunity to contribute to groundbreaking research and be part of a supportive, user-focused team dedicated to advancing computational science.

Pay Range: $74,142.08 to $88,000 annually; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Work Profile: This position can be designated as work profiles 1 or 2:

Profile 1 - Office/Lab Based: Time spent working remotely is occasional or inconsistent. Dedicated on campus work space to be provided.

Profile 2 - Regularly Remote: Time spent working remotely is consistently less than 50% time. Dedicated on campus work space to be provided.

Position Type: Faculty and P&A Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

While our salary ranges provide a framework, it is important to note that most of the
time, the initial pay may not reach the maximum of the range. This approach ensures
that compensation reflects the value and unique contributions of each candidate while
maintaining equity within our organization. As part of our commitment to fair and
equitable compensation, please be aware that the salary offered to incoming candidates
will be based on their individual credentials and experience.

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail jobcentr@umn.edu.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment. This position is not eligible for H-1B visa sponsorship.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by Forbes as a Best Employer for Company Culture (2026), Best Employer for Women (2023, 2025, 2026), and Best Employer by State (2022-2026). In 2026, we also received Culture Excellence & Industry Awards recognition for employee appreciation and work-life flexibility.