Senior Computer User Support Specialist

Overview

Job Summary

Galapagos Federal Systems, LLC is seeking an experienced, customer-focused Senior Computer User Support Specialist to join our team at the Transformation Decision Analysis Center (TDAC) IT Mission Support Center (ITMSC). This senior-level role provides Tier 2, concierge-style IT support to more than 600 enterprise users, with standard operating hours Monday through Friday, 7:00 a.m. to 5:00 p.m.

In this position, you will serve as a trusted technical advisor, delivering timely, professional, and high-quality IT support to ensure the continuity and reliability of mission-critical services. The ideal candidate thrives in fast-paced operational environments, demonstrates strong analytical and troubleshooting capabilities, and consistently delivers exceptional customer service through clear, effective communication.

Key Responsibilities

The Senior Computer User Support Specialist will:

• Respond to and resolve all IT support requests received via phone, email, walk-in, or ticketing system during assigned duty hours, ensuring compliance with established Service Level Agreements (SLAs)
• Proactively identify trends, risks, and potential system issues, implementing preventive measures to minimize service disruptions and reduce reactive support
• Deliver customer-facing IT support in highly visible and mission-critical environments while maintaining the highest standards of professionalism, discretion, and service quality
• Communicate technical information clearly and effectively to users with varying levels of technical proficiency, ensuring understanding and user confidence
• Perform support functions aligned with Army Information Management Officer (IMO) responsibilities, as applicable, in accordance with organizational policies and procedures

Responsibilities

Skills and Experience

The Senior Computer User Support Specialist must have:

• Active Secret clearance
• Hands-on experience supporting enterprise IT environments, including Microsoft Azure, Active Directory, Windows 11, Microsoft Office, Share Point, iPhone/mobile device support, and SVTC / (Secure) Microsoft Teams
• Strong organizational and time-management skills with a proven ability to prioritize competing tasks and consistently meet deadlines
• Demonstrated ability to translate complex technical concepts into clear, user-friendly explanations for diverse audiences
• Exceptional critical thinking and problem-solving skills, with the ability to diagnose and resolve a broad range of IT issues efficiently
• Self-motivated, proactive professional capable of working independently with minimal supervision
• Excellent verbal and written communication skills to support effective collaboration with users, peers, and leadership
• Proven professionalism and customer-service orientation, particularly in high-visibility or mission-essential support environments

Education and Certifications

The Senior Computer User Support Specialist must meet the following:

Required

• Associate's degree or equivalent educational background
  OR 2-4 years of hands-on IT/help desk or customer service experience as a substitute for formal education
• National Agency Check with Local Agency and Credit Checks (ANACI)
• DoD 8570 IAT-I or IAT-II baseline certification
• Computing environment certification or certificate of training relevant to job duties (must be completed within 6 months of appointment)

Benefits

• Medical, dental, vision, disability, and life insurance
• Flexible Spending Accounts
• 401(k)
• PTO
• Paid Parental Leave
• Tuition reimbursement
• Paid federal holidays

Security Clearance

A high-level Department of Defense active security clearance is/may be required. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.

Physical Requirements

Work may involve sitting or standing for extended periods of time and typing and reading from a computer screen. The candidate must have enough mobility, including bending, reaching, and kneeling, to complete daily duties in a prompt and efficient manner, and that may include lifting up to thirty pounds, as necessary.

Company Summary

Headquartered in Hawaii, Galapagos Federal Systems, LLC, is an SBA-Certified NHO-owned 8(a) Small Business specializing in global information technology solutions. We deliver professional services in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services.

Leveraging over 30 years of providing IT services to the federal & commercial market with projects found around the world, our team has innovative expertise in the development of a wide range of technological solutions. Galapagos Federal Systems, LLC is an equal opportunity employer.

Our service commitment is simple - "Quality IT Solutions... On Time & On Budget."

Company Employment Statement

Galapagos Federal Systems, LLC reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing as positions, functions, and qualifications may vary depending on business needs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Galapagos Federal Systems, LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.

Posted Salary Range

USD $60,000.00 - USD $70,000.00 /Yr.