Computer User Support Specialist Intermediate

Job Summary

Galapagos Federal Systems LLC is seeking a motivated and skilled Computer User Support Specialist – Intermediate to support Army Materiel Command (AMC) at Redstone Arsenal.

In this role, you will provide technical support to end users by troubleshooting and resolving hardware, software, network, and system-related issues. You will use remote support tools and an automated ticketing system to manage, track, and document service requests, while also providing on-site troubleshooting, maintenance, and end-user support as needed.

The ideal candidate is a technically proficient, customer-focused IT professional with strong troubleshooting, communication, and problem-solving skills and the ability to provide effective support in a fast-paced, mission-focused environment.

Key Responsibilities

The Computer User Support Specialist Intermediate will:

• Diagnose, troubleshoot, and resolve hardware, software, operating system, and end-user computing issues
• Configure, maintain, and support end-user devices, including desktop computers, laptops, printers, and scanners
• Perform operating system configuration, user account administration, and system backup and recovery activities
• Create, modify, and delete user accounts in accordance with established policies and procedures
• Provide remote and on-site technical support, including hands-on installation, troubleshooting, maintenance, and repair when remote resolution is not feasible
• Engage with users to understand technical requirements and provide guidance on applicable IT processes and procedures
• Maintain effective communication with customers and coordinate technical support activities to ensure timely resolution of issues
• Follow established information security policies, protocols, and standards when supporting systems and users
• Perform assigned support activities in accordance with established Service Level Agreements (SLAs)
• Perform other duties as assigned

Skills and Experience

The Computer User Support Specialist Intermediate must have:

• Active Secret security clearance
• 4+ years of professional IT experience providing end-user, desktop, help desk, or related technical support
• Experience troubleshooting computer hardware, software, operating systems, and peripheral devices
• Experience providing Help Desk, Tier 2, desktop support, or System Administration support
• Working knowledge of Windows operating systems and Microsoft Office applications
• Understanding of user account administration, system configuration, and basic networking concepts
• Knowledge of information security principles, practices, protocols, and standards
• Ability to work within established Service Level Agreements (SLAs)
• Experience with Trellix HBSS/ESS, Horizon VDI, SharePoint, TCP/IP networking, and Microsoft Active Directory
• Previous System Administrator experience in an enterprise IT environment

Education and Certifications

The Computer User Support Specialist Intermediate 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
• Military Differential
• Tuition reimbursement
• Paid federal holidays

Security Clearance

Must be a U.S. Citizen. 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.

The final salary offered within the posted range will be based on the candidate’s qualifications, experience, skills, education, and other job-related factors.