Computer User Support Specialist Advanced

Galapagos Federal Systems LLC is seeking an experienced Computer User Support Specialist - Advanced to support Army Materiel Command (AMC) at Redstone Arsenal.

In this role, you will provide advanced technical support to end users by diagnosing and resolving hardware, software, network, and system-related issues. You will manage service requests through remote support tools and automated ticketing systems, perform on-site troubleshooting and system maintenance, and provide end-user training as needed.

The ideal candidate is a technically proficient and customer-focused IT professional with strong troubleshooting, communication, and problem-solving skills and the ability to deliver reliable support in a fast-paced DoD environment., The Computer User Support Specialist will:

• Provide advanced technical support and troubleshooting for computer hardware, software, operating systems, and network-related issues
• Configure and support operating systems, user accounts, system backups, and recovery activities
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other end-user devices
• Perform on-site installation, repair, maintenance, and troubleshooting when issues cannot be resolved remotely
• Engage with users to understand technical and operational needs and provide guidance on IT processes, procedures, and best practices
• Document, track, and manage service requests using automated ticketing and remote support tools
• Ensure technical support activities are completed in accordance with established Service Level Agreements (SLAs)
• Apply information security principles, policies, procedures, and standards when supporting systems and end users, 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 must have:

• Active Secret security clearance
• 5+ years of professional IT experience providing desktop, end-user, or technical support services
• Strong technical knowledge of Windows operating systems, Microsoft Office Suite, Horizon VDI, SharePoint, TCP/IP networking, and Microsoft Active Directory
• Demonstrated experience diagnosing and resolving complex hardware, software, system, and network issues both remotely and on-site
• Experience with automated ticketing systems and remote support tools
• Working knowledge of information security principles, best practices, and compliance requirements
• Demonstrated experience working within and meeting established Service Level Agreements (SLAs), * 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

• Medical, dental, vision, disability, and life insurance
• Flexible Spending Accounts
• 401(k)
• PTO
• Paid Parental Leave
• Military Differential
• Tuition reimbursement
• Paid federal holidays, USD $70,000.00 - USD $80,000.00 /Yr.

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.”