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User Support Specialist

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Date: Nov 10, 2020

Location: Oak Ridge, TN, US, 37830

Company: Oak Ridge National Laboratory

Requisition Id 4237 

The Information Technology Services Division at Oak Ridge National Laboratory is seeking qualified applicants for the position of User Support Specialist. This position will be responsible for coordinating end user support for our health data entities.

The Knowledge Discovery Infrastructure (KDI) program serves to facilitate research activities on data that has been entrusted to ORNL by the U.S Department of Veteran’s Affairs (VA) and other agencies. As such, ORNL is tasked with the balanced mission of sharing data in a way that enables researchers to perform research activities on this highly sensitive data, while at the same time, ensuring the security of that data. The User Support Specialist will be responsible for the processes and activities related to managing and reporting on users of the KDI protected data enclave, as well as ticketing triage of technical issues. Processes will include user account management, user training and documentation, user outreach, user assistance, and various types of reporting.


Major Duties/Responsibilities

User onboarding and offboarding:

The KDI enclave at ORNL is used by researchers from the VA, ORNL, other DOE laboratories, and affiliate researchers for each of these groups. This position will be responsible for facilitating the process of bringing on (onboarding) new users, facilitating the process of removing (offboarding) existing users, and ticketing triage. Specific duties include but are not limited to:

  • Manage training accounts
  • Verify and track training completion for each user
  • Report training status for each user
  • Actively work to identify and implement process improvement for these activities


User account management and support:

The KDI program at ORNL requires system users to verify their identity, confirm completion of training, acknowledge system rules of behavior, and receive authorization from ORNL and other tenant program entities prior to accessing systems and data. This position will facilitate the creation, maintenance, and disposition of user accounts on the KDI system. Specific duties include but are not limited to:

  • Request new KDI user accounts
  • Perform identity validation sessions with new users
  • Ticket triage and user assistance through our Service Now ticketing system
  • Provide user assistance for various account issues, such as locked accounts and forgotten passwords
  • Monitor and report statuses of existing user accounts
  • Monitor, facilitate, and report statuses of user help desk tickets
  • Monitor, verify, and report the statuses of user account removal activities
  • Actively work to identify and implement process improvement for these activities


Manage user documentation content platform:

The KDI program uses a software application to manage user training material and account documentation for compliance and auditability with ORNL policies. This position will be responsible for managing, not administering, the various functions of this application. Specific duties include but are not limited to:

  • Coordinate with content platform administrators to optimize platform availability and ease of use for system users
  • Ensure implementation of best practices for securely housing and archiving documentation for auditing purposes
  • Facilitate proper usage of the system for different user types.
  • Collection and curation of content; ensure online documents are updated as revisions are made, and old versions are archived appropriately
  • Actively work to identify and implement process improvement for these activities


User outreach:

The KDI program must provide researchers and authorizing officials with up-to-date information, as it pertains to the various items listed above, in order to facilitate and enhance their ability to work with the KDI program at ORNL, as well as to offset the cost burden related to help desk and other user support activities. This position will be responsible for crafting and maintaining user outreach content. Specific duties include but are not limited to:

  • Maintain lists of frequently asked questions
  • Maintaining points of contact lists
  • Maintaining calendar of user-related events such as orientation and training dates


Basic user system support:

The KDI program also provides customer support for system issues, concerns, and basic training. This position will require entry level ability to troubleshoot and resolve issues that customers have in the environment.

  • Ability to use Windows and Linux systems
  • Basic understanding of how the user access systems and login processes
  • Eagerness to learn about Windows/Linux systems and software


Basic Requirements

  • 3-5 years in a user support role
  • Strong interpersonal skills suitable for user support
  • Strong organization skills
  • Experience writing basic documents and the use of Microsoft Office suite of tools
  • Experience in operating either Windows or Linux systems


Preferred Qualifications

  • AS or BS in Communications, Business, or Computer Science field
  • Experience in writing user training/documentation
  • Experience using a training management or document management system
  • Experience in operating both Windows and Linux systems 


This position will remain open for a minimum of 5 days after which it will close when a qualified candidate is identified and/or hired.

We accept Word (.doc, .docx), Adobe (unsecured .pdf), Rich Text Format (.rtf), and HTML (.htm, .html) up to 5MB in size. Resumes from third party vendors will not be accepted; these resumes will be deleted and the candidates submitted will not be considered for employment.

If you have trouble applying for a position, please email

ORNL is an equal opportunity employer. All qualified applicants, including individuals with disabilities and protected veterans, are encouraged to apply.  UT-Battelle is an E-Verify employer.

Nearest Major Market: Knoxville