Senior IT Help Desk Representative

Overview

Job Summary

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

The Senior IT Help Desk Representative provides Tier II and Tier III technical support and serves as a primary escalation point for complex hardware, software, and system issues. Responsibilities include advanced troubleshooting, system deployment, maintenance, and end-user support for computer systems and peripheral devices, while ensuring strict adherence to established security controls, performance requirements, and service-level agreements. In addition, this role supports the mentoring of junior staff, reinforces standard operating procedures, and contributes to continuous improvement across help desk operations.

Key Responsibilities

The Senior IT Help Desk Representative will:

• Support daily IT operations under the guidance of senior leadership, including the Site Manager and Workflow Manager
• Assist users with network account creation, modification, access troubleshooting, and related account management tasks
• Track and maintain compliance for all network users in accordance with DoD policy and mandatory training requirements
• Diagnose, troubleshoot, and resolve operating system, hardware, software, and peripheral issues
• Perform assigned components of complex technical tasks under the direction of senior technicians or serve as an operator under close supervision when required
• Conduct routine equipment maintenance, including loading and replenishing consumables (e.g., paper, media, and peripherals)
• Respond to end-user and client inquiries in a timely, professional, and customer-focused manner
• Accurately document all work activities within the designated ticketing system, including status updates and resolution notes
• Review system error messages, apply corrective actions when appropriate, or escalate issues in accordance with established procedures
• Conduct customer satisfaction follow-ups and respond to user inquiries to ensure service quality and continuous improvement
• 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, service continuity, 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
• Establish, 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 Senior IT Help Desk Representative must have:

• An active Tier III Public Trust clearance, or the ability to obtain one
• Five (5) or more years of relevant experience supporting enterprise or DoD IT environments
• Demonstrated experience installing, configuring, and troubleshooting computer hardware, operating systems, and peripheral devices
• Experience with IT service management (ITSM) and ticketing systems
• Strong customer service and communication skills, with the ability to effectively engage technical and non-technical stakeholders
• Ability to work independently and collaboratively within a structured, regulated environment
• Familiarity with DoD IT policies, cybersecurity requirements, training systems, and compliance standards

Education and Certifications

The Senior IT Help Desk Representative 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 Paternal 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 and offering professional solutions 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."

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 accommodations 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 $55,000.00 - USD $65,000.00 /Yr.