As an Associate Computational Specialist, you will be responsible for providing research computing services and support to Northwestern researchers. You will work with university researchers, students, Northwestern IT staff, and external collaborators in delivery of these services. In this role, you will identify, research, and resolve technical problems and communicate solutions with customers. Also, you will be responsible for providing a positive customer support experience and ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude. In addition, you will be involved in the development and delivery of research community learning opportunities for both established and emerging research computing practices, strategies to raise awareness of available services and standards.

• Note: Not all aspects of the job are covered by this job description.

Position will be a full time 1 year term appointment

Specific Responsibilities:

• Diagnoses and resolves complex problems, questions and inquiries related to high-performance computing (HPC) services according to established processes.
• Troubleshoots technical issues reported by researchers through Ticketing Software, email or meetings.
• Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the researcher communication is complete.
• Develops documentation for all support activities, services, processes and guidelines within internal and external knowledge bases.
• Attends training sessions, meetings and conferences to gain and share knowledge in the field. Represent the team at internal meetings.
• Trains customers and support the development of new workshops, community events, and training programs, on use and best practices of research computing tools and services.
• Grows general knowledge of business applications by compiling data related to services and usage. Present results and findings to team members.
• Recommends changes to processes and applications to improve user experience. Supports the implementation of these changes for the central computing services at Northwestern.

Minimum Competencies: (Skills, knowledge, and abilities.)

• Ability to explain technology and technical solutions to problems to non-technical customers remotely via telephone.
• Ability to document effort and steps taken to resolve client issues, update internal documentation based on client interactions
• Ability to communicate with non-technical audience.
• Ability to act on own initiative and establish effective relationships with management, co-workers and customers.
• Strong desire to improve customer service experience.
• Strong desire to develop and grow in knowledge and experience.
• Understand and abide by all internal and client security and operational policies

Benefits:
At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life and Wellness:
Northwestern offers comprehensive programs and services to help you and your family navigate life’s challenges and opportunities, and adopt and maintain healthy lifestyles.
We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth & Development:
Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you’re interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

Northwestern strongly recommends COVID-19 vaccinations and boosters for people who can obtain them as a critical tool for minimizing severe illness. More information can be found on the COVID-19 and Campus Updates webpage.

The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today.