Computer User Support Specialist Advanced
About The Position
Galapagos Federal Systems, LLC is seeking a motivated and experienced Computer User Support Specialist – Advanced to join our team supporting the Regional Network Enterprise Center (RNEC) Baseline Support Team. In this role, you will provide advanced technical support by diagnosing and resolving hardware, software, operating systems, and network-related issues. You will use remote support tools and an enterprise ticketing system to manage, track, and document service requests while delivering timely, high-quality customer support. The ideal candidate is a customer-focused IT professional with strong technical expertise, excellent troubleshooting and communication skills, and the ability to support enterprise IT operations in a fast-paced, mission-critical Department of Defense environment.
Requirements
- Active Secret security clearance
- 5+ years of experience providing end-user IT support in an enterprise environment
- Strong knowledge of Microsoft Windows operating systems, Microsoft Office Suite, Horizon VDI, SharePoint, Microsoft Active Directory, and TCP/IP networking
- Experience installing, configuring, maintaining, and troubleshooting desktop hardware, software, peripherals, and enterprise applications
- Proficiency using enterprise ticketing systems and remote support tools to manage and resolve technical issues
- Solid understanding of information security principles, cybersecurity best practices, and compliance with DoD security policies
- Proven ability to diagnose and resolve complex technical issues in both remote and on-site support environments
- 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 troubleshoot hardware, software, operating system, and network-related issues for end users
- Install, configure, maintain, and repair desktops, laptops, printers, scanners, and other end-user devices
- Perform on-site troubleshooting, maintenance, and system repairs when issues cannot be resolved remotely
- Configure operating systems, manage user accounts, and support system backup and recovery activities
- Utilize ticketing systems and remote support tools to track, document, and resolve service requests in a timely manner
- Collaborate with customers to understand technical requirements, provide guidance, and recommend IT best practices
- Ensure all support activities are completed in accordance with established Service Level Agreements (SLAs)
- Apply cybersecurity best practices and comply with all information assurance policies, procedures, and security requirements
- Maintain accurate documentation of support activities, system changes, and technical resolutions
Benefits
- Medical, dental, vision, disability, and life insurance
- Flexible Spending Accounts
- 401(k)
- PTO
- Paid Parental leave
- Tuition reimbursement
- Paid federal holidays
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What This Job Offers
Job Type
Full-time
Career Level
Senior
