Overview Job Summary Galapagos Federal Systems, LLC is seeking a skilled and customer-focused Computer Support Specialist to join our team. This is an exciting opportunity to work in a collaborative, mission-driven environment supporting critical operational and technical requirements. The Computer Support Specialist is responsible for providing advanced technical support to end users by diagnosing and resolving hardware, software, and system-related issues. Key responsibilities include configuring, imaging, deploying, and maintaining computer systems, peripherals, and associated equipment to ensure reliable and efficient operations. In this role, you will also support users through technical guidance and training in hardware, operating systems, and common business applications, including printing, word processing, email, and other productivity tools. The ideal candidate possesses strong troubleshooting skills, excellent customer service abilities, and a commitment to delivering timely and effective technical solutions. Key Responsibilities The Computer Support Specialist will: Provide Tier II/III technical support to end users by diagnosing, troubleshooting, and resolving complex hardware, software, operating system, and system-related issues Manage help desk requests, incident reports, and service tickets, ensuring timely resolution, accurate documentation, and appropriate escalation of unresolved issues Respond to user support requests through automated ticketing systems (e.g., Remedy, ITSM) and remote support tools while maintaining high levels of customer service and responsiveness Install, configure, image, deploy, maintain, troubleshoot, relocate, and repair desktops, laptops, printers, handheld devices, and other peripheral equipment Configure and support Microsoft Windows operating systems, Microsoft Office applications (with emphasis on Outlook), and NCES products Provide on-site support for NIPRNET and SIPRNET environments, ensuring mission-critical systems remain operational and prioritizing support for senior leadership and command personnel Perform user account administration, including password resets, access management, permissions support, and Identity and Access Management (IAM) activities Support network connectivity and remote access technologies, including Wi-Fi, VPNs, AirCards, CAC/Smart Card readers, Outlook Web Access, and related communication tools Deploy, maintain, and update Army Golden Master-approved desktop images and office automation software in accordance with organizational standards Conduct routine system maintenance, software installations, updates, patches, backups, and hardware lifecycle management activities Maintain accurate hardware and software inventories and ensure accountability and tracking of assigned IT assets Monitor, track, and report ticket status, system performance metrics, and support trends to leadership Analyze recurring technical issues, identify root causes, and recommend corrective actions and process improvements to enhance system reliability and user satisfaction Support collaborative technologies and mission-support applications, including Jabber, DCO Connect, Google Earth, and other operational tools Develop, document, and implement IT support procedures while ensuring compliance with cybersecurity requirements, organizational policies, and security regulations Collaborate with network engineers, system administrators, cybersecurity teams, and other stakeholders to support projects, system upgrades, and complex troubleshooting efforts Provide daily system status updates and promptly escalate mission-impacting incidents, outages, and cybersecurity concerns to leadership Requirements Skills and Experience The Computer Support Specialist must have: Active Secret Security Clearance with the ability to maintain clearance throughout employment 4+ years of experience providing desktop support, PC maintenance, or end-user technical support in an enterprise environment Experience delivering Tier II/III technical support and resolving complex hardware, software, and system issues Strong knowledge of desktop and laptop hardware, Microsoft Windows operating systems, and enterprise software applications Proficiency with IT Service Management (ITSM) platforms, ticketing systems, and remote support tools Experience supporting Microsoft Office Suite applications, particularly Microsoft Outlook Familiarity with NIPRNET and SIPRNET environments and DoD information technology support practices Knowledge of remote access technologies, including VPNs, CAC/Smart Card authentication, wireless connectivity, and mobile computing solutions Experience supporting cybersecurity initiatives, including IAVA remediation, system patching, vulnerability management, and compliance activities Education and Certifications The Computer Support Specialist must meet the following: Required High school diploma/GED IAT II certifications as specified in DoD 8570.01-M and BBP 05-PR-M-0002 Preferred MS Desktop Support Technician or equivalent certification 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 up 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
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