IT Help Desk Representative Intermediate

Galapagos•Honolulu, HI

2d•$57,000 - $62,000

About The Position

Galapagos Federal Systems LLC is seeking a qualified and motivated IT Help Desk Representative Intermediate to support mission critical operations within a large military hospital environment. This position offers the opportunity to work alongside a diverse and highly skilled technical team dedicated to operational excellence, system reliability, and mission success. The IT Help Desk Representative Intermediate provides Tier I and Tier II technical support to end users, delivering comprehensive troubleshooting and resolution services across computer hardware, software applications, operating systems, and peripheral devices. Responsibilities include system configuration, maintenance, deployment, incident response, and user assistance in accordance with established standard operating procedures, cybersecurity requirements, and service level agreements (SLAs). The role requires accurate documentation of service requests, incidents, and resolutions within the designated ticketing system, ensuring traceability and compliance. Complex or unresolved technical issues are escalated to higher-tier support teams as appropriate, with proper documentation and follow through to ensure timely resolution.

Requirements

Active Tier III Public Trust clearance, or the ability to obtain one
Demonstrated experience installing, configuring, and troubleshooting computer hardware, operating systems, software applications, and peripheral devices
Experience working with IT service management (ITSM) platforms and ticketing systems
Knowledge of user account management, access control procedures, and compliance tracking systems
Familiarity with DoD IT policies, cybersecurity requirements, training systems, and regulatory compliance standards
Strong analytical and problem-solving skills with the ability to diagnose and resolve technical issues efficiently
Excellent customer service and communication skills, with the ability to interact effectively with both technical and non-technical users
Ability to work independently while contributing effectively within a structured, team-oriented, and regulated environment
Strong attention to detail and commitment to documentation accuracy and service quality
High School Diploma or GED
IAT Level I certification in accordance with DoD 8570/8140 requirements (e.g., CompTIA A+ or Security+)

Responsibilities

Perform daily IT support duties under the guidance of senior personnel, including the Site Manager and Workflow Manager, in support of operational requirements
Diagnose, troubleshoot, and resolve common hardware, operating system, software, and peripheral device issues
Support specific components of complex technical tasks led by senior technicians, operating under defined supervision as required
Install, configure, and maintain computer hardware, software applications, operating systems, printers, scanners, and related system components
Conduct routine equipment maintenance, including replenishment of consumables such as paper, media, and peripheral supplies
Respond to end-user inquiries via phone, email, and on-site support in a timely, professional, and customer-focused manner
Document all service requests, troubleshooting steps, and resolutions within the designated IT service management (ITSM) ticketing system to ensure accurate tracking and SLA compliance
Review system error messages, implement corrective actions when appropriate, and escalate issues in accordance with established procedures
Track incidents through full resolution to ensure accountability, service continuity, and customer satisfaction
Conduct customer follow-ups to validate issue resolution and ensure service quality standards are met
Test new or modified software and assist with system updates or application deployments as directed
Maintain and update technical documentation, procedural guides, knowledge base articles, and user support materials
Create, modify, and manage user accounts for network access and required training systems
Coordinate with other DoD facilities to support Permanent Change of Station (PCS), Temporary Duty (TDY), and deployment actions to ensure accurate system access and profile updates
Track Information Management Division (IMD) cybersecurity training requirements and update user compliance records in ATCTS (Army Training Certification Tracking System)
Provide operational metrics, reports, and performance data to leadership as required
Perform additional duties as assigned to support mission and operational requirements