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About the Role

Galapagos Federal Systems, LLC seeks a skilled, customer-focused professional to provide advanced technical support to end users. This role involves diagnosing and resolving hardware, software, and system issues, along with configuring, imaging, deploying, and maintaining computer systems and peripherals. The specialist will also offer technical guidance and training on hardware, operating systems, and business applications, ensuring reliable and efficient operations. The ideal candidate demonstrates strong troubleshooting skills, excellent customer service, and a commitment to timely, effective technical solutions.

Responsibilities

Provide Tier II/III technical support to end users by diagnosing, troubleshooting, and resolving complex hardware, software, operating system, and system-related issues
Manage help desk requests, incident reports, and service tickets, ensuring timely resolution, accurate documentation, and appropriate escalation of unresolved issues
Respond to user support requests through automated ticketing systems (e.g., Remedy, ITSM) and remote support tools while maintaining high levels of customer service and responsiveness
Install, configure, image, deploy, maintain, troubleshoot, relocate, and repair desktops, laptops, printers, handheld devices, and other peripheral equipment
Configure and support Microsoft Windows operating systems, Microsoft Office applications (with emphasis on Outlook), and NCES products
Provide on-site support for NIPRNET and SIPRNET environments, ensuring mission-critical systems remain operational and prioritizing support for senior leadership and command personnel
Perform user account administration, including password resets, access management, permissions support, and Identity and Access Management (IAM) activities
Support network connectivity and remote access technologies, including Wi-Fi, VPNs, AirCards, CAC/Smart Card readers, Outlook Web Access, and related communication tools
Deploy, maintain, and update Army Golden Master-approved desktop images and office automation software in accordance with organizational standards
Conduct routine system maintenance, software installations, updates, patches, backups, and hardware lifecycle management activities
Maintain accurate hardware and software inventories and ensure accountability and tracking of assigned IT assets
Monitor, track, and report ticket status, system performance metrics, and support trends to leadership
Analyze recurring technical issues, identify root causes, and recommend corrective actions and process improvements to enhance system reliability and user satisfaction
Support collaborative technologies and mission-support applications, including Jabber, DCO Connect, Google Earth, and other operational tools
Develop, document, and implement IT support procedures while ensuring compliance with cybersecurity requirements, organizational policies, and security regulations
Collaborate with network engineers, system administrators, cybersecurity teams, and other stakeholders to support projects, system upgrades, and complex troubleshooting efforts
Provide daily system status updates and promptly escalate mission-impacting incidents, outages, and cybersecurity concerns to leadership

Requirements

Active Secret Security Clearance with the ability to maintain clearance throughout employment
4+ years of experience providing desktop support, PC maintenance, or end-user technical support in an enterprise environment
Experience delivering Tier II/III technical support and resolving complex hardware, software, and system issues
Strong knowledge of desktop and laptop hardware, Microsoft Windows operating systems, and enterprise software applications
Proficiency with IT Service Management (ITSM) platforms, ticketing systems, and remote support tools
Experience supporting Microsoft Office Suite applications, particularly Microsoft Outlook
Familiarity with NIPRNET and SIPRNET environments and DoD information technology support practices
Knowledge of remote access technologies, including VPNs, CAC/Smart Card authentication, wireless connectivity, and mobile computing solutions
Experience supporting cybersecurity initiatives, including IAVA remediation, system patching, vulnerability management, and compliance activities

Skills

Strong troubleshooting skills
Excellent customer service abilities
Desktop and laptop hardware knowledge
Microsoft Windows operating systems knowledge
Enterprise software applications knowledge
IT Service Management (ITSM) platforms proficiency
Ticketing systems proficiency
Remote support tools proficiency
Microsoft Office Suite support (Outlook emphasis)
NIPRNET and SIPRNET environments familiarity
DoD information technology support practices
Remote access technologies knowledge (VPNs, CAC/Smart Card authentication, wireless connectivity, mobile computing solutions)
Cybersecurity initiatives support (IAVA remediation, system patching, vulnerability management, compliance)

Work Type

On-site

Experience Level

4+ years of experience providing desktop support, PC maintenance, or end-user technical support in an enterprise environment
Tier II/III technical support experience

Education Level

High school diploma/GED
IAT II certifications as specified in DoD 8570.01-M and BBP 05-PR-M-0002
MS Desktop Support Technician or equivalent certification (Preferred)

Salary/Compensations

USD $85,000.00 - $95,000.00 per year

Benefits

Medical, dental, vision, disability, and life insurance
Flexible Spending Accounts
401(k)
PTO
Paid Parental Leave
Tuition reimbursement
Paid federal holidays

About the Company

Headquartered in Hawaii, Galapagos Federal Systems, LLC, is an SBA-Certified NHO-owned 8(a) Small Business specializing in global information technology solutions.
We deliver professional services in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services.
Leveraging over 30 years of providing IT services to the federal & commercial market with projects found around the world, our team has innovative expertise in the development of a wide range of technological solutions.
Our service commitment is simple - "Quality IT Solutions... On Time & On Budget."

Equal Opportunity

Galapagos Federal Systems, LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.