Computer User Support Specialist Advanced

Overview

Job Summary

Galapagos Federal Systems LLC is seeking a highly motivated and skilled Computer User Support Specialist to join our team of dedicated professionals.

In this role, you will provide comprehensive technical support to end users by diagnosing and resolving hardware, software, and network-related issues with efficiency and professionalism. You will leverage remote support tools and an automated ticketing system to track, manage, and fully document all service requests. When required, you will perform on-site visits to conduct hands-on troubleshooting, system maintenance, and end-user training.

The ideal candidate is a technically proficient, customer-focused professional with a strong foundation in computer hardware and software systems. You should possess excellent analytical, communication, and problem-solving skills, along with a commitment to delivering high-quality IT support in a fast-paced environment.

Key Responsibilities

The Computer User Support Specialist will:

• Provide technical support and troubleshooting for computer systems, software, and hardware, including operating system configuration, user account management, and system backup and recovery
• Configure, install, and maintain end-user devices such as desktops, laptops, printers, and scanners
• Perform hands-on installation, repair, and maintenance tasks when issues cannot be resolved remotely
• Meet regularly with users to understand organizational needs and offer guidance on processes, procedures, and best practices
• Maintain clear and effective communication with customers to ensure efficient issue resolution and strong working relationships
• Ensure all support activities comply with established Service Level Agreements (SLAs)
• Apply information security principles and follow established security protocols, policies, and standards

Responsibilities

Required Skills and Experience

The Computer User Support Specialist must have:

• Active Secret clearance
• 5 years of professional IT experience providing services aligned with this role
• Strong technical knowledge of Windows operating systems, Microsoft Office Suite, Horizon VDI, SharePoint, TCP/IP networking, and Microsoft Active Directory
• Solid understanding of information security principles, best practices, and compliance standards
• Proven ability to diagnose, troubleshoot, and resolve complex IT issues both remotely and on-site
• Excellent communication, customer service, and organizational skills
• Familiarity with ticketing systems and remote support tools
• Strong understanding of and commitment to meeting Service Level Agreements (SLAs)

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.

Posted Salary Range

USD $70,000.00 - USD $80,000.00 /Yr.