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 Services Specialist to support the overall mission of the High Performance Computing (HPC) Client Services Group and in particular act as

the primary coordinator for IT service delivery and client case management, overseeing the intake, tracking, and resolution of cases, incidents, and service requests to ensure timely and high-quality support. OSC accelerates discovery for Ohio’s 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 Services Specialist, this individual is responsible for triaging client cases and service requests, with additional responsibility for incidents, coordinating referrals to appropriate analysts, and ensuring timely resolution.

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.

• Creates and updates external and internal documentation when needed.

• Analyzes case records, along with incidents and job statistics, to identify deficiencies in service delivery processes, OSC services, client training, and analysis tools, and assists in implementing improvements where appropriate

• Participates in OSC projects as directed.

The Client Services Specialist will report to the Client Engagement Manager at the Ohio Technology Consortium (OH-TECH) main office located on The 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 Ohio’s 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-TECH’s 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 or an equivalent combination of education and experience.

• User-level UNIX skills.

• 2 years of work experience either in client service management (CSM) or 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 HPC.

• 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

OSU and OH-TECH will not sponsor applicants for work visas for this position.

Location:

Kinnear Rd, 1224 (0374)

Position Type:

Regular

Scheduled Hours:

40

Shift:

First Shift

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The university is an equal opportunity employer, including veterans and disability.