Senior Systems Engineer – HPC User Services Lead

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $98k - $115k / year

⏰ Full Time

🟠 Senior

⚙️ Systems Engineer

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General Dynamics Information Technology

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1954

🔒 Cybersecurity

🤖 Artificial Intelligence

Defense • Cybersecurity • Artificial Intelligence

General Dynamics Information Technology is a company at the forefront of technological innovation, offering a wide range of services including consulting, digital modernization, and application services. The company is heavily involved in implementing solutions related to artificial intelligence, cloud computing, cybersecurity, high-performance computing, and quantum technologies. GDIT is committed to supporting government and defense sectors, providing mission-critical services such as logistics and supply chain management, intelligence, and homeland security. The company also focuses on diverse and inclusive hiring practices and actively promotes employee well-being. Through its digital accelerator solutions and pioneering use of emerging technologies, GDIT aims to propel agencies' missions forward and address complex technological challenges.

📋 Description

• Lead daily operations of the HPC user support function and serve as the primary point of contact for user-facing issues • Manage the lifecycle of support requests from intake through resolution, ensuring timely communication and customer satisfaction • Coordinate across Systems Administration, File Systems, Software Development, Security, Networking, and Operations teams to resolve complex technical issues • Prioritize user requests based on operational impact and mission requirements • Develop and maintain regular communication rhythms with NOAA/NWS stakeholders • Prepare and distribute planned maintenance notices, outage notifications, incident updates, service restoration communications, and weekly operational summaries • Establish communication templates and standard operating procedures that provide clear, consistent, and timely updates • Administer and continuously improve the program’s ticket management system • Develop dashboards and reporting that measure ticket volume, response times, resolution times, recurring issues, and customer satisfaction • Identify trends and recommend process improvements to reduce recurring user issues • Ensure support documentation and knowledge articles remain accurate and current

🎯 Requirements

• Education: Bachelor of Arts/Bachelor of Science • Experience: 5+ years of related experience • Technical skills: High Performance Computing (HPC) & Linux • US citizenship required • Role requirements: Experience administering or managing an enterprise ticketing platform (e.g., ServiceNow, Jira Service Management, Remedy, or similar) • Excellent written and verbal communication skills, including the ability to communicate complex technical issues to both technical and non-technical audiences • Strong organizational skills with the ability to manage multiple priorities in a fast-paced operational environment • Experience developing customer communications, documentation, and operational procedures.

🏖️ Benefits

• Comprehensive benefits and wellness packages • 401K with company match • Paid time off • Full-flex work week to own your priorities at work and at home • Various paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave • 15 days of paid leave per calendar year for vacations, personal business, and illness • 10 paid holidays per year • Paid Family Leave program providing up to 160 hours of paid leave in a rolling 12 month period • Short and long-term disability benefits • Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance