Computer Support Specialist Lead

Galapagos Federal Systems LLC.•Austin, TX

3d•$95,000 - $105,000•Onsite

About The Position

Galapagos Federal Systems, LLC is seeking a skilled and motivated Computer Support Specialist Lead to join our team. The Computer Support Specialist V Lead will oversee a team of IT support professionals, ensuring timely and effective technical support for end users. Responsibilities include providing team leadership, assisting with hiring and on boarding, monitoring performance, and supporting management with reporting and status updates. In addition, this role serves as a senior technical resource, providing advanced troubleshooting and resolution of hardware, software, and system issues. The selected candidate will configure, image, deploy, and maintain computer systems and peripherals while supporting end-user training on operating systems, email, printing, and productivity applications. The ideal candidate will possess strong technical expertise, leadership skills, and a commitment to delivering exceptional customer service.

Requirements

Active Secret security clearance with the ability to maintain clearance throughout employment
Minimum of five (5) years of experience performing PC maintenance, troubleshooting, and end-user support functions
Experience supporting enterprise desktop environments within DoD, Federal Government, or similarly complex organizations
Advanced knowledge of desktop and laptop hardware, Microsoft Windows operating systems, and common enterprise software applications
Experience providing Tier II/III or senior-level technical support in a large enterprise environment
Proficiency with IT service management (ITSM) platforms, ticketing systems, and remote support tools
Experience supporting NIPRNET, SIPRNET, and other secure network environments
Experience with system imaging, software deployment, hardware lifecycle management, and asset accountability
High school diploma/GED
IAT II certifications as specified in DoD 8570.01-M and BBP 05-PR-M-0002
Must be a U.S. Citizen.

Nice To Haves

MS Desktop Support Technician or equivalent certification

Responsibilities

Provide Tier II/III technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, and system-related issues
Manage help desk requests, incident reports, and service tickets, ensuring timely resolution and escalation of unresolved issues
Respond to support requests through automated ticketing systems (e.g., Remedy, ITSM) and remote support tools
Install, configure, image, deploy, troubleshoot, relocate, and repair desktops, laptops, printers, handheld devices, and peripheral equipment
Configure and support Microsoft Windows operating systems, Microsoft Office Suite applications (particularly Outlook), and NCES products
Provide on-site support for NIPRNET and SIPRNET environments, prioritizing mission-critical support for command staff and leadership personnel
Assist with user account management, password resets, access control administration, and IAVA remediation activities
Support network connectivity and remote access technologies, including Wi-Fi, VPNs, AirCards, CAC Smart Card readers, and Outlook Web Access
Deploy and maintain Army Golden Master-approved desktop and office automation software
Conduct routine system maintenance, software updates, backups, and hardware lifecycle management
Maintain hardware and software inventories and ensure accountability of assigned IT assets
Monitor, track, and report ticket status, system performance, and support metrics to leadership
Analyze recurring technical issues, identify root causes, and recommend long-term solutions to improve system reliability and user experience
Support collaborative technologies and briefing systems, including Jabber, DCO Connect, Google Earth, and other mission support tools
Develop and implement IT support procedures and ensure compliance with organizational cybersecurity policies and security regulations
Collaborate with network administrators, system administrators, cybersecurity personnel, and other stakeholders to support projects and resolve complex technical issues
Provide daily system status reports and escalate major outages or mission-impacting issues to leadership as required
Participate in an on-call rotation and remain available for 24/7 support, including Federal holidays, with the ability to respond on-site within two hours when required