Computer User Support Specialist Team Coordinator

Job Title: Computer User Support Specialist Team Coordinator -4737

Job Location: Huntsville, Alabama 35898

Job Summary

Galapagos Federal Systems LLC is looking for an enthusiastic, well-qualified individual to fill the Computer User Support Specialist position and to join our team of qualified, diverse individuals.

The primary responsibility of this position is to efficiently diagnose and resolve end-user issues while delivering high-quality customer service. The Team Coordinator will use remote support tools and an automated ticketing system to manage and document all interactions. Additionally, the Team Coordinator may be required to conduct on-site visits for hands-on troubleshooting and training.

The role involves acting as a liaison between the government lead and staff, coordinating a Computer User Support Specialist Team, and serving as the primary point of contact for escalated technical issues. Responsibilities also include developing and maintaining documentation, configuring and managing end-user devices, and ensuring compliance with Service Level Agreements (SLAs).

Candidates for this role must have a strong understanding of computer software and hardware systems, excellent problem-solving skills, and a commitment to providing exceptional customer service.

Skills / Experience Required

• 5 years professional IT experience providing services consistent with those outlined in this description


• Management, Team Lead, or Team Coordinator experience


• Act as a liaison between the government lead and staff, ensuring clear communication and effective coordination of tasks and objectives.


• Coordinate the activities of the Computer User Support Specialist team to ensure timely and efficient support for end-users.


• Serve as the primary point of contact for escalated technical issues, providing advanced troubleshooting assistance.


• Develop and maintain documentation for common technical issues and solutions, ensuring resources are up-to-date and accessible to the team.


• Diagnose and resolve issues related to computer systems, software, and hardware. This includes operating system configuration, user account management, and system backup and recovery


• Meet with users to understand their organizational structures and requirements, and educate them on processes and procedures


• Maintain effective communication with customers, ensuring that efforts are coordinated, and customer relations are established


• Configure and manage end-user devices including computers, printers, laptops, and scanners


• Perform hands-on installation, troubleshooting, and repair tasks


• Possess a solid understanding of information security principles and practices, as well as security protocols and standards


• Strong understanding of Service Level Agreements (SLAs) and the ability to adhere to them


• Knowledge of various software platforms including Windows, Microsoft Office, Trellix HBSS/ESS, Horizon VDI, SharePoint, TCP/IP networking, and Microsoft Active Directory

Education / Certifications

• Strongly desired: Bachelor's degree in computer science, Cyber Security, Information Technology, Software Engineering, Information Systems, or Computer Engineering degree or degree in Mathematics or Engineering


• Relevant industry experience may be considered in lieu of formal education for this position


• DOD 8570.01 IAT II certification required to start (e.g., Security+). Must be able to obtain a DODM 8140.03 advanced level certification before government deadline (Advanced: FITSP-O or GICSP or CASP+ or CISA or SSCP).

Benefits

• Medical, dental, vision, disability, and life insurance


• Flexible Spending Accounts


• 401(k)


• PTO


• Tuition reimbursement


• Paid federal holidays


• Security Clearance

A high-level Department of Defense active security clearance 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 to thirty pounds, as necessary.

Company Summary

Headquartered in Hawaii, Galapagos Federal Systems, LLC is an SBA Certified Native Hawaiian Organization 8(a) Small Business specializing in global information technology and offering professional solutions 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.