Computer User Support Specialist Advanced

Galapagos Federal Systems LLC.•Huntsville, AL

7d•$70,000 - $80,000•Onsite

About The Position

Galapagos Federal Systems LLC is seeking an experienced Computer User Support Specialist – Advanced to support Army Materiel Command (AMC) at Redstone Arsenal. In this role, you will provide advanced technical support to end users by diagnosing and resolving hardware, software, network, and system-related issues. You will manage service requests through remote support tools and automated ticketing systems, perform on-site troubleshooting and system maintenance, and provide end-user training as needed. The ideal candidate is a technically proficient and customer-focused IT professional with strong troubleshooting, communication, and problem-solving skills and the ability to deliver reliable support in a fast-paced DoD environment.

Requirements

Active Secret security clearance
5+ years of professional IT experience providing desktop, end-user, or technical support services
Strong technical knowledge of Windows operating systems, Microsoft Office Suite, Horizon VDI, SharePoint, TCP/IP networking, and Microsoft Active Directory
Demonstrated experience diagnosing and resolving complex hardware, software, system, and network issues both remotely and on-site
Experience with automated ticketing systems and remote support tools
Working knowledge of information security principles, best practices, and compliance requirements
Demonstrated experience working within and meeting established Service Level Agreements (SLAs)
Bachelor's degree in computer science, Cybersecurity, Information Technology, Software Engineering, Information Systems, Computer Engineering, Mathematics, 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
Must be a U.S. Citizen.

Responsibilities

Provide advanced technical support and troubleshooting for computer hardware, software, operating systems, and network-related issues
Configure and support operating systems, user accounts, system backups, and recovery activities
Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other end-user devices
Perform on-site installation, repair, maintenance, and troubleshooting when issues cannot be resolved remotely
Engage with users to understand technical and operational needs and provide guidance on IT processes, procedures, and best practices
Document, track, and manage service requests using automated ticketing and remote support tools
Ensure technical support activities are completed in accordance with established Service Level Agreements (SLAs)
Apply information security principles, policies, procedures, and standards when supporting systems and end users