Job Title: Computer User Support Specialist Intermediate -4516

Job Location: Huntsville, AL 35898

Job Summary

Galapagos Federal Systems LLC is looking for an enthusiastic, well-qualified individual to fill the Computer User Support Specialist Position and to join our team of qualified individuals.

The Computer User Support Specialist serves as the primary point of contact for end-users experiencing technical issues with their computer systems, software, and hardware. This role is responsible for diagnosing and resolving these issues efficiently, while also providing high-quality customer service. The specialist will utilize remote support tools and an automated ticketing system to manage and document all interactions. Additionally, the specialist may be required to conduct on-site visits to perform hands-on troubleshooting and training.

To be considered for this role, candidates must have a strong understanding of computer software and hardware systems, excellent problem-solving skills, and a commitment to providing exceptional customer service.

Skills / Experience Required

• 3 years professional IT experience
• Diagnose and resolve issues related to computer systems, software, and hardware such as operating system configuration, user account management, and system backup and recovery
• Regularly meet with users to understand their organizational structures and requirements, and educate them on processes and procedures
• Provide advanced technical support by researching and resolving complex issues involving both business and IT systems
• Maintain effective communication with customers, ensuring that efforts are coordinated, and customer relations are established
• Install approved software and prepare it for deployment using package utilities
• Electronically distribute software updates, security patches, and vendor patches to end-user devices within established timelines
• Configure and manage end-user devices including computers, printers, laptops, and scanners
• Perform hands-on installation, troubleshooting, and repair tasks when electronic means are not feasible
• Possess a solid understanding of information security principles and practices, as well as security protocols and standards
• Strong understanding of Service Level Agreements (SLAs) and the ability to adhere to them
• Knowledge of various software platforms including Windows, iOS/Android, Microsoft Office, McAfee HBSS and HIPS, Citrix VDI, SharePoint, TCP/IP networking, and Microsoft Active Directory is a must

Education / Certifications

• High School diploma
• Strongly desired: Bachelor's degree in computer science, Cyber Security, Information Technology, Software Engineering, Information Systems, or Computer Engineering degree or degree in Mathematics or Engineering; however, relevant industry experience may be considered in lieu of formal education
• DOD 8570.01 IAT II certification required to start (e.g, Security )
• Must be able to obtain a DODM 8140.03 intermediate or advanced level certification before government deadline (Intermediate: CND or GICSP | Advanced: CASP or CISA or SSCP)

Benefits

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

Security Clearance

Must be a U.S. Citizen. A high-level Department of Defense active security clearance may be required. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.

Physical Requirements

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 to thirty pounds, as necessary.

Company Summary

Headquartered in Hawaii, Galapagos Federal Systems, LLC is an SBA Certified Native Hawaiian Organization 8(a) Small Business specializing in global information technology and offering professional solutions 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. Galapagos Federal Systems, LLC is an equal opportunity employer.

Our service commitment is simple - "Quality IT Solutions... On Time & On Budget."

Company Employment Statement

Galapagos Federal Systems, LLC reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing as positions, functions, and qualifications may vary depending on business needs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Required)

Experience:

• Help desk: 3 years (Required)

License/Certification:

• IAT Level II (Required)

Security clearance:

• Secret (Preferred)

Ability to Relocate:

• Huntsville, AL 35898: Relocate before starting work (Required)

Work Location: In person