Senior Computer User Support Specialist

Overview

Job Summary

Galapagos Federal Systems, LLC is seeking an experienced, customer-focused Senior Computer User Support Specialist to support operations at the Transformation Decision Analysis Center (TDAC) IT Mission Support Center (ITMSC). This senior-level position delivers Tier 2, concierge-style IT support to a user base of over 600 enterprise customers, operating Monday through Friday from 7:00 a.m. to 5:00 p.m.

In this role, you will act as a trusted technical advisor, providing responsive, high-quality support to ensure the reliability and continuity of mission-critical systems and services. The ideal candidate excels in fast-paced operational environments, brings strong analytical and troubleshooting expertise, and consistently delivers exceptional customer service through clear, professional communication.

Key Responsibilities

The Senior Computer User Support Specialist will:

• Respond to and resolve IT support requests via phone, email, walk-in, and ticketing systems, ensuring full compliance with established Service Level Agreements (SLAs)
• Proactively identify trends, risks, and recurring system issues, implementing preventive measures to reduce downtime and minimize reactive support
• Deliver high-quality, customer-facing IT support in mission-critical and high-visibility environments while maintaining professionalism, discretion, and service excellence
• Communicate technical concepts clearly and effectively to users of varying technical proficiency, ensuring comprehension and building user confidence
• Perform support functions aligned with Army Information Management Officer (IMO) responsibilities 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, mobile devices (iPhone), and secure collaboration platforms such as SVTC and 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 efficiently diagnose and resolve a wide range of IT issues
• Self-motivated and proactive, with the ability to work independently with minimal supervision
• Excellent verbal and written communication skills, enabling effective collaboration with users, peers, and leadership
• Proven professionalism and strong customer-service orientation, particularly in high-visibility or mission-critical 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 $65,000.00 /Yr.