Senior Computer User Support Specialist

Galapagos

23d•$60,000 - $65,000

About The Position

Galapagos Federal Systems, LLC is seeking an experienced, customer-focused Senior Computer User Support Specialist to join our team at the Transformation Decision Analysis Center (TDAC) IT Mission Support Center (ITMSC). This senior-level role provides Tier 2, concierge-style IT support to more than 600 enterprise users, with standard operating hours Monday through Friday, 7:00 a.m. to 5:00 p.m. In this position, you will serve as a trusted technical advisor, delivering timely, professional, and high-quality IT support to ensure the continuity and reliability of mission-critical services. The ideal candidate thrives in fast-paced operational environments, demonstrates strong analytical and troubleshooting capabilities, and consistently delivers exceptional customer service through clear, effective communication.

Requirements

Active Secret clearance
Hands-on experience supporting enterprise IT environments, including Microsoft Azure, Active Directory, Windows 11, Microsoft Office, Share Point, iPhone/mobile device support, and SVTC / (Secure) 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 diagnose and resolve a broad range of IT issues efficiently
Self-motivated, proactive professional capable of working independently with minimal supervision
Excellent verbal and written communication skills to support effective collaboration with users, peers, and leadership
Proven professionalism and customer-service orientation, particularly in high-visibility or mission-essential support 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 all IT support requests received via phone, email, walk-in, or ticketing system during assigned duty hours, ensuring compliance with established Service Level Agreements (SLAs)
Proactively identify trends, risks, and potential system issues, implementing preventive measures to minimize service disruptions and reduce reactive support
Deliver customer-facing IT support in highly visible and mission-critical environments while maintaining the highest standards of professionalism, discretion, and service quality
Communicate technical information clearly and effectively to users with varying levels of technical proficiency, ensuring understanding and user confidence
Perform support functions aligned with Army Information Management Officer (IMO) responsibilities, as applicable, in accordance with organizational policies and procedures