Computer Support Specialist

About the role

Galapagos Federal Systems, LLC is seeking a skilled and customer-focused Computer Support Specialist to join our team. This is an exciting opportunity to work in a collaborative, mission-driven environment supporting critical operational and technical requirements. The Computer Support Specialist is responsible for providing advanced technical support to end users by diagnosing and resolving hardware, software, and system-related issues.

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 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, and NCES products
• 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

Qualifications

The Computer Support Specialist must meet the following requirements: High school diploma/GED. IAT II certifications as specified in DoD 8570.01-M and BBP 05-PR-M-0002 are required. MS Desktop Support Technician or equivalent certification is preferred.

Benefits

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

Pay

USD $85,000.00 - USD $95,000.00 /Yr.

Schedule

Work may involve sitting or standing for extended periods of time and typing and reading from a computer screen. The candidate must have enough mobility, including bending, reaching, and kneeling, to complete daily duties in a prompt and efficient manner, and that may include lifting up to thirty pounds, as necessary.