Computer User Support Specialist Intermediate

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., 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, 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.

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).

• Medical, dental, vision, disability, and life insurance
• Flexible Spending Accounts
• 401(k)
• PTO
• Paid Parental Leave
• Military Differential
• Tuition reimbursement
• Paid federal holidays

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.”