Senior Computer Support Specialist

Galapagos Federal Systems LLC.•Austin, TX

2d•$85,000 - $90,000

About The Position

Galapagos Federal Systems, LLC is seeking a skilled and motivated professional to join our team as a Computer Support Specialist. This position offers the opportunity to support mission-critical operations within a collaborative and high-performing environment. The Computer Support Specialist provides advanced technical support by diagnosing and resolving hardware and software issues, configuring and imaging systems, and deploying, maintaining, and repairing computer equipment and peripheral devices. This role also delivers user training on hardware and software, including operating systems and standard business applications such as printing, word processing, and email. Key responsibilities include responding to support requests via phone, web, and email using remote support tools and automated ticketing systems, performing on-site troubleshooting as needed, and managing user accounts in accordance with organizational policies. The ideal candidate possesses strong technical expertise, excellent customer service skills, and the ability to work independently in a fast-paced, customer-focused environment.

Requirements

Active Secret Clearance
4+ years of experience performing PC maintenance and desktop support functions
Advanced knowledge of desktop and laptop hardware, operating systems, and enterprise software
Strong troubleshooting and analytical skills with the ability to resolve complex technical issues
Experience providing Tier II/III or senior-level technical support in an enterprise environment
Proficiency with remote support tools and IT service management (ITSM) or ticketing systems
Excellent customer service and communication skills, with the ability to support both technical and non-technical users
Ability to work independently and effectively in a fast-paced, mission-driven environment
At least a high school diploma or GED
DoD 8570.01-M–compliant IAT II certification, as specified in BBP 05-PR-M-0002
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 advanced technical support by diagnosing and resolving complex hardware and software issues
Configure, image, deploy, maintain, and repair computer systems and peripheral devices
Respond to service requests via phone, email, and web portals using remote support tools and automated ticketing systems
Perform on-site troubleshooting and hands-on technical support as required
Train end users on hardware and software, including operating systems and standard business applications (e.g., printing, word processing, email)
Manage user accounts and system access in accordance with organizational policies and security requirements
Accurately document incidents, resolutions, and system changes within the ticketing system