Computer Support Specialist

Job Summary

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.

About the Role

The Computer Support Specialist is responsible for providing advanced technical support to end users by diagnosing and resolving hardware, software, and system-related issues. Key responsibilities include configuring, imaging, deploying, and maintaining computer systems, peripherals, and associated equipment to ensure reliable and efficient operations.

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
• 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
• 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
• Experience supporting cybersecurity initiatives, including IAVA remediation, system patching, vulnerability management, and compliance activities

Qualifications

• High school diploma/GEDIAT II certifications as specified in DoD 8570.01-M and BBP 05-PR-M-0002

Skills

• Strong troubleshooting skills
• Excellent customer service abilities
• Commitment to delivering timely and effective technical solutions

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

N/A