Help Desk Support Service Specialist Intermediate

Galapagos Federal Systems LLC.•Warren, MI

1d•$24 - $29

About The Position

Galapagos Federal Systems LLC is seeking a motivated and highly qualified professional to join our team as a Help Desk Support Service Specialist (Intermediate). This position offers the opportunity to collaborate with a diverse and skilled workforce dedicated to mission success in a dynamic environment. In this role, you will provide Tier II technical support for desktops, servers, mainframe applications, and associated hardware, resolving issues escalated from Tier I support. You will be responsible for diagnosing and troubleshooting complex technical problems, ensuring timely resolution, and maintaining high levels of customer satisfaction. The ideal candidate will have experience with IT service management (ITSM) tools and processes, strong analytical and problem-solving skills, and the ability to quickly assess and resolve technical issues in a fast-paced environment.

Requirements

Active Secret clearance
3–5 years of experience in Help Desk or IT support roles, preferably in a Tier II environment
Experience supporting PCs, servers, mainframe applications, and hardware in an enterprise environment
Strong problem-solving and analytical skills, with the ability to quickly assess and resolve technical issues
Solid communication and writing skills, with the ability to document issues and solutions clearly
Familiarity with IT service management (ITSM) tools and processes (e.g., ServiceNow, Remedy)
Proven ability to work effectively both independently and as part of a cross-functional team
Bachelor's degree, preferred (computer science, information technology, or have equivalent experience)
GFACT or CND or Security+ or GSEC
Must be a U.S. Citizen. A high-level Department of Defense active security clearance is/may be required. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.

Responsibilities

Provide Tier II technical support for desktops, servers, mainframe applications, and associated hardware, resolving issues escalated from Tier I help desk support
Diagnose and troubleshoot complex technical issues, identifying root causes and implementing effective solutions
Collaborate with network services, software engineering, and application development teams to restore services and prevent recurring issues
Reproduce and simulate user-reported problems to accurately diagnose and resolve technical challenges
Recommend system enhancements and process improvements to optimize performance and reduce incident recurrence
Maintain current knowledge of industry best practices, emerging technologies, and IT support methodologies
Deliver high-quality customer service by communicating clearly with end users and managing expectations effectively