Classified Compute User Support Specialist

Requisition ID: 17297. An active TS, Q, or TS/SCI clearance is required for consideration.

About the role

The Field Intelligence Operations Division in the National Security Sciences Directorate at Oak Ridge National Laboratory is seeking a Tier 1 User Support Specialist to join the Classified Compute & Advanced Platforms Group. This team provides compute and storage infrastructure for enterprise operations in highly secure spaces, as well as 24/7 monitoring of Critical Systems within a classified environment. As part of a team supporting critical mission requirements 24/7/365, the position requires shift work. The Classified Compute User Support Specialist serves as the first point of contact for hardware, software, and account issues; triages, logs, and resolves or escalates tickets.

Responsibilities

• Help Desk & Support: Provide Tier 1 problem identification, diagnosis, and resolution for compute nodes, storage arrays, and network devices. Assist researchers and engineers in accessing and using the HPC environment.
• System Monitoring: Monitor cluster health, node status, power/cooling metrics, and queue performance using monitoring tools.
• Operations & Maintenance: Perform routine node reboots, hardware replacements (blades, memory, drives), cable management, and basic server racking.
• Escalation & Communication: Document troubleshooting steps, escalate Tier 2/Tier 3 issues to senior engineers, and communicate status updates to internal customers and management.
• User & Account Support: Handle basic user account creation, password resets, and permission adjustments under established administrative frameworks.
• Compliance & Security: Support security-hardening baselines (e.g., DISA STIGs, RMF) and assist with vulnerability scanning or patch tracking under ISSO/ISSM oversight.
• System Maintenance: Perform basic workstation/server imaging, software installations, peripheral checks, and routine health monitoring.
• Physical & Material Security: Adhere to strict physical security, device control, and classification marking/handling rules in SCIF/SAP environments.
• Deliver ORNL’s mission by aligning behaviors, priorities, and interactions with core values of Impact, Integrity, Teamwork, Safety, and Service.

Requirements

• BS degree in computer science, computer engineering, digital forensics, cybersecurity, or a related field with 2–4 years of experience supporting system administration, system engineering, or information technology. Overall experience and education may be considered in lieu of a degree.
• Experience handling sensitive data and troubleshooting IT or basic data center issues.
• Basic experience with Windows/Linux OS administration, troubleshooting hardware/software, and core networking to triage tickets and provide user support.
• Experience with service management workflows and documenting troubleshooting steps.
• Experience interpreting and applying policies, procedures, and regulatory requirements.
• Ability and willingness to work primarily in a SCIF/classified environment, where personal electronic devices and remote-work capabilities may be restricted.
• Must possess an active L, TS, Q, or TS/SCI clearance; TS/SCI eligibility or access may be required based on mission requirements.
• Willingness to go through the process to achieve elevated security requirements (e.g., special access programs).

Preferred Qualifications

• Strong organizational skills with the ability to manage multiple actions, priorities, and deadlines simultaneously.
• Strong written and verbal communication skills.
• Demonstrated attention to detail and ability to maintain accurate records.
• Ability to exercise discretion and sound judgment when handling sensitive personnel and security matters.
• Ability to work effectively both independently and as part of a multidisciplinary security and mission-support team.
• Previous experience working in an SCI or SAP environment or supporting SCI operations.
• Familiarity with applicable ICDs, Intelligence Community security policy, DOE and DoD security requirements, and national-level security requirements.
• Experience developing or maintaining SOPs, process documentation, metrics, or workflow improvements.
• Demonstrated ability to provide responsive customer service while maintaining security and compliance requirements.
• Security+ or baseline IAT Level II certification.

Special Requirements

• Ability to obtain and maintain a Top Secret Q Clearance with Sensitive Compartmented Information (SCI) access from the Department of Energy.
• Workplace Substance Abuse (WSAP) testing designated position: requires passing a pre-placement drug test and participation in an ongoing random drug testing program.
• Due to SCI access, may be subject to random polygraph testing.
• Visa sponsorship is not available for this position.

Schedule

This position requires shift work to support 24/7/365 operations.

Benefits

• Prescription Drug Plan
• Dental Plan
• Vision Plan
• 401(k) Retirement Plan
• Contributory Pension Plan
• Life Insurance
• Disability Benefits
• Generous Vacation and Holidays
• Parental Leave
• Legal Insurance with Identity Theft Protection
• Employee Assistance Plan
• Flexible Spending Accounts
• Health Savings Accounts
• Wellness Programs
• Educational Assistance
• Relocation Assistance
• Employee Discounts
• On-site fitness, banking, and cafeteria facilities
• Flexible work hours