Computer User Support Specialist Intermediate

Overview

Job Summary

Galapagos Federal Systems, LLC is seeking an enthusiastic and highly qualified individual to fill the Computer User Support Specialist - Intermediate position. This role offers the opportunity to work with a diverse and talented team dedicated to delivering exceptional results and driving organizational success.

The primary responsibility of this position is to diagnose and resolve end user technical issues efficiently while maintaining a strong focus on customer satisfaction. The specialist will utilize remote support tools and an automated ticketing system to manage, document, and track all service requests. Additionally, the specialist may be required to perform on-site visits to provide hands-on troubleshooting, maintenance, and end user training.

To be considered for this role, candidates must possess a solid understanding of computer hardware, software, and operating systems, along with excellent problem-solving abilities and a demonstrated commitment to providing outstanding customer service.

Key Responsibilities

The Computer User Support Specialist will:

• Technical Support and Troubleshooting: Diagnose and resolve issues related to computer systems, software, and hardware, including operating system configuration, user account management, and system backup and recovery
• Regularly engage with users to understand their organizational needs and structures, providing guidance and education on relevant processes and procedures
• Maintain clear and effective communication with customers to ensure coordinated efforts, timely updates, and strong customer relationships
• Configure, deploy, and manage end-user devices, including computers, printers, laptops, and scanners
• Perform hands-on installation, troubleshooting, and repair tasks when remote resolution is not feasible
• Create, modify, and delete user accounts as required to support operational needs
• Demonstrate a solid understanding of information security principles, protocols, and best practices
• Maintain a strong understanding of Service Level Agreements (SLAs) and consistently adhere to established performance standards
• Perform other related duties as assigned

Responsibilities

Required Skills and Experience

The Computer User Support Specialist must have:

• Active Secret clearance
• 4+ years of professional IT experience providing services consistent with the duties outlined in this description
• Experience in various software platforms, including Windows OS, Microsoft Office Suite, Trellix HBSS/ESS, Horizon VDI, SharePoint, TCP/IP networking, and Microsoft Active Directory
• Demonstrated Help Desk, Tier 2, or Desktop Support experience aligned with the skills and requirements described above
• System Administrator experience will also be considered

Education and Certifications

The Computer User Support Specialist must meet the following:

Required

• Bachelor's degree (computer science, Cyber Security, Information Technology, Software Engineering, Information Systems, Computer Engineering, 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
• 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 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 experience supporting both federal and commercial markets, our team brings innovative expertise to complex IT challenges, delivering solutions across the globe.

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 accommodation 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 $65,000.00 - USD $70,000.00 /Yr.