Computer User Support Specialist Advanced

Job Summary

Galapagos Federal Systems, LLC is seeking a motivated and experienced Computer User Support Specialist – Advanced to join our team supporting the Regional Network Enterprise Center (RNEC) Baseline Support Team. 

In this role, you will provide advanced technical support by diagnosing and resolving hardware, software, operating systems, and network-related issues. You will use remote support tools and an enterprise ticketing system to manage, track, and document service requests while delivering timely, high-quality customer support. 

The ideal candidate is a customer-focused IT professional with strong technical expertise, excellent troubleshooting and communication skills, and the ability to support enterprise IT operations in a fast-paced, mission-critical Department of Defense environment. 

Key Responsibilities 

The Computer User Support Specialist will: 

• Provide technical support and troubleshoot hardware, software, operating system, and network-related issues for end users  
• Install, configure, maintain, and repair desktops, laptops, printers, scanners, and other end-user devices  
• Perform on-site troubleshooting, maintenance, and system repairs when issues cannot be resolved remotely  
• Configure operating systems, manage user accounts, and support system backup and recovery activities 
• Utilize ticketing systems and remote support tools to track, document, and resolve service requests in a timely manner 
• Collaborate with customers to understand technical requirements, provide guidance, and recommend IT best practices  
• Ensure all support activities are completed in accordance with established Service Level Agreements (SLAs) 
• Apply cybersecurity best practices and comply with all information assurance policies, procedures, and security requirements  
• Maintain accurate documentation of support activities, system changes, and technical resolutions 

Skills and Experience 

The Computer User Support Specialist must have: 

• Active Secret security clearance  
• 5+ years of experience providing end-user IT support in an enterprise environment  
• Strong knowledge of Microsoft Windows operating systems, Microsoft Office Suite, Horizon VDI, SharePoint, Microsoft Active Directory, and TCP/IP networking 
• Experience installing, configuring, maintaining, and troubleshooting desktop hardware, software, peripherals, and enterprise applications  
• Proficiency using enterprise ticketing systems and remote support tools to manage and resolve technical issues  
• Solid understanding of information security principles, cybersecurity best practices, and compliance with DoD security policies 
• Proven ability to diagnose and resolve complex technical issues in both remote and on-site support environments 

Education and Certifications

The Computer User Support Specialist must meet the following:

Required 

• Bachelor's degree in computer science, Cybersecurity, Information Technology, Software Engineering, Information Systems, Computer Engineering, Mathematics, or Engineering, or relevant industry experience may be considered in lieu of a formal degree 
• DoD 8570.01 IAT Level II certification (e.g., CompTIA Security+) 
• A DoDM 8140.03 Advanced Level Certification prior to the government-mandated deadline. Acceptable certifications include FITSP-O, GICSP, CASP+, 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

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 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.