IT Support Associate - NCSA NCSA The National Center for Supercomputing Applications (NCSA)at the University of Illinois at Urbana-Champaign providessupercomputing and advanced digital resources for the nation's scientificenterprise. At NCSA, University of Illinois faculty, staff, students, andcollaborators from around the globe use advanced digital resources to addressand research grand challenges for the benefit of science and society. NCSA hasbeen advancing one third of Fortune 50 companies for more than 30years by bringing industry, researchers and students together to solve grandchallenges at rapid speed and scale.
The National Center forSupercomputing Applications (NCSA) is currently seeking an InformationTechnology Support Associate to be a member of theTechnology Management Group (TMG) to provide primary technical support to NCSA.The primary responsibilities of this position include monitoring an operationscenter and helpdesk facility that operates on a 24/7 basis, 365 days per year.This includes, but is not limited to: installing, maintaining, and supportinghardware and software systems, responding to user requests and help tickets,monitoring computing and facility operations and researching solutions tocomplex computing problems. The incumbent must be able to work with a diversepopulation of technical and non-technical users, both internal and external tothe University, and to analyze hardware and software systems. Excellent communication skills areessential. This position requires an in-person schedule with the option for one remote workday per week. The work schedule may include evening and weekend shifts, with two days off each week that may not fall on Saturday or Sunday. Available shifts for this role are 7:00 a.m. to 3:30 p.m. or 3:00 p.m. to 11:30 p.m.
NCSA is committed to increasing the diversity of the campus community.Candidates who have experience working with a diverse range of faculty, staff,and students, and who can contribute to the climate of inclusivity areencouraged to apply.
This position is not eligible for immigrationsponsorship.
Job Summary Function as a member of the Technology Management Group (TMG) to provide primary technical support with NCSA and affiliated projects. The primary responsibilities of this position include operating a combined computer operations center and helpdesk facility on a 24/7 basis. This includes, but is not limited to analysis, troubleshooting, and supporting hardware and software across multiple platforms; responding to user requests via phone calls and helpdesk ticket, resolving tier 1 issues and assigning tier 2 issues appropriately; monitoring compute systems, and researching solutions to complex computing problems, and monitoring the physical environment and infrastructure within the National Petascale Computing Facility. IT Support Associate positions within TMG work across multiple shifts, and are required to work on evenings, overnights, weekends, and holidays as needed.
Duties & Responsibilities - Helpdesk and Call Center: (60%)
• Monitor incoming tickets within multiple ticket systems
• Monitor helpdesk telephones and assist / direct users and staff as appropriate
• Assign, analyze, and resolve tier 1 tickets and phone calls
• Analyze and appropriately assign tier 2 tickets
• Serve as a user advocate to all users - Computer Operations Center: (20%)
• Systems monitoring, including access, availability, user-facing services, job queue and filesystem status across multiple platforms and facilities
• Facilities and infrastructure: walk-throughs and inspection, other tasks associated with a data center, coordination with building engineer and facilities manager - Departmental Administration:(20%)
• Daily documentation of incidents, tickets, and systems status via shift reports and checklists
• Adaptation and absorption of new systems, software, procedures, ticket assignments, practices and policies as required
Minimum Qualifications • High school diploma or equivalent.
• Three (3) years of work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field. College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline may be substituted as follows: 30 semester hours equals one (1) year, Associate's Degree (60 semester hours) equals eighteen (18) months, 90 semester hours equals two (2) years, Bachelor's Degree (120 semester hours) equals three (3) years).
• Demonstrated experience in software development, computer system (technical) management, performance analysis and tuning, network architecture, diagnosing complex hardware/software component and/or interaction problems.
• Demonstrated experience with computing environments and a wide variety of software and/or hardware.
• Demonstrated experience in system administration, computer operations and/or help desk/user support.
Preferred Qualifications • BA/BS degree preferred but not required, preferably in computer science, engineering, IT or related field.
• Experience with Linux/Unix systems.
• HPC (High Performance Computing) experience.
• Helpdesk/customer support experience.
• Perl, Awk, and shell scripting skills.
Knowledge, Skills and Abilities - Ability to prioritize importance within the workload and to initiate problem solving.
• Ability to assimilate new knowledge quickly.
• Capable of working independently in a dynamic environment.
• Ability to be flexible in project scheduling to meet changing priorities.
• Ability to work with a diverse group of people.
• Ability to work in a computer dominated environment.
• Excellent interpersonal skills with demonstrated oral and written communication skills
Appointment Information This is a 100% full-time Civil Service 5032 - Information Technology Support Associate position, appointed on a 12-month basis. The minimum salary range for this position is $50,000. The expected start date is as soon as possible after 6/1/2025. Salary is commensurate with experience.
For more information on Civil Service classifications, please visit the SUCSS web site at
Application Procedures & Deadline Information Applications must be received by 6:00 pm (Central Time) on May 15, 2025. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact Jewel Goodly at . For questions regarding the application process, please contact .
The University of Illinois offers a very competitive benefits portfolio, depending on the position. Click for a complete list of Employee Benefits.
The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.
Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Accommodations may also be requested on the basis of pregnancy, childbirth, and related conditions, or religion. Requests may be submitted through the reasonable accommodations portal, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at , or by emailing .
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