Computer User Support Specialist Advanced

Galapagos Federal Systems LLC.•Huntsville, AL

1d•$70,000 - $80,000

About The Position

Galapagos Federal Systems, LLC is seeking a highly motivated and skilled Advanced Computer User Support Specialist to support U.S. Space Command operations at Redstone Arsenal. This role is part of a team of dedicated professionals delivering mission-critical IT support in a dynamic operational environment. In this position, you will provide comprehensive technical support to end users by diagnosing and resolving hardware, software, and network issues with efficiency and professionalism. You will utilize remote support tools and an automated ticketing system to track, manage, and document all service requests. As needed, you will conduct on-site support to perform 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. Success in this role requires strong analytical, communication, and problem-solving skills, along with the ability to deliver high-quality IT support in a fast-paced, mission-driven environment.

Requirements

Active Secret security clearance
Minimum of five (5) years of professional IT experience supporting functions aligned with this role
Strong technical proficiency with 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
Experience with ticketing systems and remote support tools
Demonstrated ability to meet and maintain Service Level Agreement (SLA) requirements
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

Responsibilities

Provide technical support and troubleshooting for computer systems, software, and hardware, including operating system configuration, user account management, and backup and recovery processes
Install, configure, and maintain end-user devices, including desktops, laptops, printers, and scanners
Perform hands-on installation, repair, and maintenance for issues that cannot be resolved remotely
Engage with users to assess organizational needs and provide guidance on processes, procedures, and best practices
Maintain clear, professional communication with customers to ensure timely resolution and foster strong working relationships
Ensure all support activities are performed in compliance with established Service Level Agreements (SLAs)
Apply information security principles and adhere to established security policies, protocols, and standards