Computer User Support Specialist Intermediate
About The Position
Galapagos Federal Systems LLC is seeking a motivated and skilled Computer User Support Specialist – Intermediate to support Army Materiel Command (AMC) at Redstone Arsenal. In this role, you will provide technical support to end users by troubleshooting and resolving hardware, software, network, and system-related issues. You will use remote support tools and an automated ticketing system to manage, track, and document service requests, while also providing on-site troubleshooting, maintenance, and end-user support as needed. The ideal candidate is a technically proficient, customer-focused IT professional with strong troubleshooting, communication, and problem-solving skills and the ability to provide effective support in a fast-paced, mission-focused environment.
Requirements
- Active Secret security clearance
- 4+ years of professional IT experience providing end-user, desktop, help desk, or related technical support
- Experience troubleshooting computer hardware, software, operating systems, and peripheral devices
- Experience providing Help Desk, Tier 2, desktop support, or System Administration support
- Working knowledge of Windows operating systems and Microsoft Office applications
- Understanding of user account administration, system configuration, and basic networking concepts
- Knowledge of information security principles, practices, protocols, and standards
- Ability to work within established Service Level Agreements (SLAs)
- Experience with Trellix HBSS/ESS, Horizon VDI, SharePoint, TCP/IP networking, and Microsoft Active Directory
- Previous System Administrator experience in an enterprise IT environment
- Bachelor's degree (computer science, Cyber Security, Information Technology, Software Engineering, Information Systems, Computer Engineering, Mathematics or Engineering)
- Relevant industry experience may be considered in lieu of formal education for this position
- DOD 8570.01 IAT II certification required to start (e.g, Security+). Must be able to obtain a DODM 8140.03 advanced level certification before government deadline (Advanced: FITSP-O or GICSP or CASP+ or CISA or SSCP)
- Must be a U.S. Citizen.
Responsibilities
- Diagnose, troubleshoot, and resolve hardware, software, operating system, and end-user computing issues
- Configure, maintain, and support end-user devices, including desktop computers, laptops, printers, and scanners
- Perform operating system configuration, user account administration, and system backup and recovery activities
- Create, modify, and delete user accounts in accordance with established policies and procedures
- Provide remote and on-site technical support, including hands-on installation, troubleshooting, maintenance, and repair when remote resolution is not feasible
- Engage with users to understand technical requirements and provide guidance on applicable IT processes and procedures
- Maintain effective communication with customers and coordinate technical support activities to ensure timely resolution of issues
- Follow established information security policies, protocols, and standards when supporting systems and users
- Perform assigned support activities in accordance with established Service Level Agreements (SLAs)
- Perform other duties as assigned
Benefits
- Medical, dental, vision, disability, and life insurance
- Flexible Spending Accounts
- 401(k)
- PTO
- Paid Parental Leave
- Military Differential
- Tuition reimbursement
- Paid federal holidays
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
