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 Joint Program Executive Office Headquarters (JPEO HQ's) IT Mission Support Center (ITMSC). This senior-level position delivers Tier 2, concierge-style IT support to more than 600 users across the enterprise, operating Monday through Friday from 7:00 am. to 5:00 pm.

In this role, you will serve as a trusted technical advisor, providing prompt, professional, and high-quality support while ensuring continuity of critical IT services. The ideal candidate excels in fast-paced environments, possesses strong analytical and troubleshooting skills, and consistently demonstrates exceptional customer service and communication abilities.

Key Responsibilities

• Ensure all calls, emails, and walk-in IT issues received during duty hours are addressed and responded to via phone, email, or ticketing system within established Service Level Agreements (SLAs)
• Proactively identify and implement preventive measures to anticipate and mitigate potential IT issues, prioritizing proactive solutions over reactive responses
• Provide customer-facing IT support in highly visible and mission-critical environments, maintaining the highest level of professionalism
• Convey technical information in clear, easily understandable terms to users with varying levels of IT expertise
• Serve in support roles aligned with Army Information Management Officer (IMO) functions (if applicable)

Responsibilities

Required Skills & Experience

The Senior Computer User Support Specialist must have:

• Active Secret Clearance
• Experience with Microsoft Azure, Active Directory, Windows 11, Microsoft Office, SharePoint, iPhone support, and SVTC/(S)Teams
• Strong organizational skills with the ability to prioritize tasks and consistently meet deadlines
• Skilled at simplifying complex technical concepts for diverse audiences
• Exceptional critical thinking and problem-solving abilities to resolve a wide range of IT challenges
• Highly motivated self-starter capable of working independently with minimal supervision
• Excellent verbal and written communication skills for effective collaboration with users, colleagues, and leadership
• Demonstrated professionalism and customer-service awareness in high-visibility support environments

Education / 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)

Preferred

• Army Supported Command Integration Program (SCIP) certification

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.