Senior Computer User Support Specialist

Galapagos Federal Systems LLC.

1d•$60,000 - $65,000

About The Position

Galapagos Federal Systems, LLC is seeking an experienced, customer-focused Senior Computer User Support Specialist to support operations at the Transformation Decision Analysis Center (TDAC) IT Mission Support Center (ITMSC). This senior-level position delivers Tier 2, concierge-style IT support to a user base of over 600 enterprise customers, operating Monday through Friday from 7:00 a.m. to 5:00 p.m. In this role, you will act as a trusted technical advisor, providing responsive, high-quality support to ensure the reliability and continuity of mission-critical systems and services. The ideal candidate excels in fast-paced operational environments, brings strong analytical and troubleshooting expertise, and consistently delivers exceptional customer service through clear, professional communication.

Requirements

Active Secret clearance
Hands-on experience supporting enterprise IT environments, including Microsoft Azure, Active Directory, Windows 11, Microsoft Office, Share Point, mobile devices (iPhone), and secure collaboration platforms such as SVTC and Microsoft Teams
Strong organizational and time-management skills with a proven ability to prioritize competing tasks and consistently meet deadlines
Demonstrated ability to translate complex technical concepts into clear, user-friendly explanations for diverse audiences
Exceptional critical thinking and problem-solving skills, with the ability to efficiently diagnose and resolve a wide range of IT issues
Self-motivated and proactive, with the ability to work independently with minimal supervision
Excellent verbal and written communication skills, enabling effective collaboration with users, peers, and leadership
Proven professionalism and strong customer-service orientation, particularly in high-visibility or mission-critical environments
Associate’s degree or equivalent educational background OR 2–4 years of hands-on IT/help desk or customer service experience as a substitute for formal education
National Agency Check with Local Agency and Credit Checks (ANACI)
DoD 8570 IAT-I or IAT-II baseline certification
Computing environment certification or certificate of training relevant to job duties (must be completed within 6 months of appointment)
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

Respond to and resolve IT support requests via phone, email, walk-in, and ticketing systems, ensuring full compliance with established Service Level Agreements (SLAs)
Proactively identify trends, risks, and recurring system issues, implementing preventive measures to reduce downtime and minimize reactive support
Deliver high-quality, customer-facing IT support in mission-critical and high-visibility environments while maintaining professionalism, discretion, and service excellence
Communicate technical concepts clearly and effectively to users of varying technical proficiency, ensuring comprehension and building user confidence
Perform support functions aligned with Army Information Management Officer (IMO) responsibilities in accordance with organizational policies and procedures