IT Help Desk Representative Intermediate

Overview

Job Summary

Galapagos Federal Systems LLC is seeking a qualified and motivated IT Help Desk Representative Intermediate to support mission-critical operations within a large military hospital environment. This role offers the opportunity to collaborate with a diverse, highly skilled team committed to operational excellence, system reliability, and mission success.

The IT Help Desk Representative Intermediate provides Tier I and Tier II technical support to end users, delivering comprehensive assistance across computer hardware, software, and peripheral devices. Responsibilities include system maintenance, troubleshooting, deployment, and user support, all performed in accordance with established procedures, cybersecurity requirements, and service-level agreements. The role also involves accurately documenting issues and escalating complex or unresolved problems to higher-tier support as required.

Key Responsibilities

The IT Help Desk Representative Intermediate will:

• Perform duties under the guidance of senior personnel, including the Site Manager and Workflow Manager, in support of daily IT operations
• Diagnose, troubleshoot, and resolve common operating system, hardware, software, and peripheral issues
• Operate under close supervision or support specific components of more complex tasks led by senior technicians
• Conduct routine equipment maintenance, including loading and replenishing consumables (e.g., paper, media, and peripheral supplies)
• Respond to end-user and client inquiries in a timely, professional, and customer-focused manner
• Document all activities within the designated ticketing system, ensuring accurate updates and timely resolution tracking
• Review system error messages, implement corrective actions when appropriate, or escalate issues in accordance with established procedures
• Conduct customer follow-ups to assess satisfaction and ensure service quality standards are met
• Test new or modified software and assist with system or application updates as directed
• Ensure end-user self-service tools, knowledge bases, and support resources remain current and accurate
• Provide operational metrics, reports, and performance data to designated leadership as required
• Track customer issues through resolution to ensure accountability, continuity of service, and SLA compliance
• Install and configure software, hardware, and system components as required
• Manage and resolve support requests via phone, email, and on-site support when necessary
• Perform basic printer and scanner installation, configuration, and troubleshooting
• Maintain, manage, and update technical, procedural, and user documentation
• Create, modify, and manage user accounts for network access and required annual training systems
• Coordinate with other DoD facilities regarding Permanent Change of Station (PCS), deployment, and Temporary Duty (TDY) actions to ensure accurate system access and updates
• Track Information Management Division (IMD) cyber training requirements and update user profiles within ATCTS (Army Training Certification Tracking System) to ensure compliance
• Perform other duties as assigned; regular and reliable attendance is required to meet mission and operational requirements

Responsibilities

Skills and Experience

The IT Help Desk Representative Intermediate must have:

• An active Tier III Public Trust clearance, or the ability to obtain one
• Demonstrated experience installing, configuring, and troubleshooting computer hardware, operating systems, and peripheral devices
• Experience working with IT service management (ITSM) and ticketing systems
• Strong customer service and communication skills, with the ability to interact effectively with technical and non-technical users
• Ability to work independently while also functioning effectively within a team in a structured, regulated environment
• Familiarity with DoD IT policies, cybersecurity requirements, training systems, and compliance standards

Education and Certifications

The IT Help Desk Representative Intermediate must have the following:

Required

• High School Diploma or GED
• IAT Level I certification in accordance with DoD 8570/8140 requirements (e.g., CompTIA A+ or Security+)

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 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 $52,000.00 - USD $57,000.00 /Yr.