Galapagos Federal Systems LLC seeks an energetic and highly skilled individual to join our team of qualified, diverse individuals and serve as a Computer Support Specialist IV
In this role, you will play a vital part in providing aid to users and organizations using computer software and/or equipment and be able to accurately diagnose problems to then guide users through problem resolution. The candidate will set up, image or repair computer equipment and related devices and train users to utilize new computer hardware or software, including printing, installation, word processing, and email. The candidate will respond to phone, web, and email requests for assistance using remote tools and automated trouble ticketing system and make site visits to provide touch labor while providing account management to the customer.
Compensation Minimum: $75,000
Compensation Maximum:
Job Requirements:
Skills / Experience Required
Hold an active Secret clearance
Demonstrate strong communication and customer service skills, effectively assisting users in fast-paced environments through remote support, scheduled appointments, or walk-ins
Remain on-call 24/7, including federal holidays, with the ability to return to the work center within two hours of notification to meet operational requirements
Deploy Army Golden Master-approved, interoperable, and integrated standard office automation desktop software
Provide on-site desktop, software, and peripheral support for both NIPRNET and SIPRNET customers, with priority assistance for command staff, unit control centers, and directors; promptly report significant outages or customer issues to Government management
Resolve desktop issues using Remote Control; manage user accounts, reset passwords, and assist with IAVA remediation
Install, configure, troubleshoot, relocate, and repair desktops, handheld devices, and printers
Identify network issues affecting users and collaborate with Tier II or III administrators to restore optimal service promptly
Submit daily system reports and escalate unresolved problems to the next level of support as needed
Answer Helpdesk calls and utilize automated incident tracking systems to log work orders and provide technical support
Configure, diagnose, reimage, reload, troubleshoot, and repair MS Windows laptops and desktops (Windows Vista and Windows 10) and associated peripheral devices
Configure, diagnose, troubleshoot, and repair MS Windows Office applications, with strong expertise in Outlook and related components
Manage, troubleshoot, and repair NCES products and Jabber instant messaging applications
Configure, diagnose, troubleshoot, and repair wireless services including WI-FI and AirCard applications
Set up, diagnose, troubleshoot, and repair handheld devices and CAC Smart Card readers
Provide support for collaborative tools during briefings and events, including Google Earth, DCO Connect Online, Jabber, Portals, and alert systems
Exhibit excellent customer service skills and proficiency with Microsoft Operating Systems, Microsoft Office applications, and other standard software approved by the Army, in use by Fort Cavazos NEC customers.
Support system upgrades, system support, and issue tracking using the Action Request System (Remedy/ITSM)
Screen incoming tickets for accuracy, contacting customers for any missing or incomplete information to ensure the correct service is provided
Offer limited troubleshooting for Army Enterprise-approved applications and telecommunications systems; escalate issues per Army Enterprise Service Desk and C4IM services guidelines
Submit work orders to the Army Enterprise Service Desk for new installations or changes to existing telephone services
Manage a lending library of software and hardware, providing troubleshooting and maintenance for equipment, common software, and network issues, with a solid understanding of VPNs and Outlook Web Access
Escalate complex technical issues to Tier 2 and Tier 3 Government Systems Administrators for resolution
Monitor ticket status within the Remedy/ITSM system, ensuring timely resolution by notifying support staff of delays
Analyze historical data to identify patterns and propose long-term solutions for recurring issues
Education / Certifications
IT I & IAT II certifications as specified in DoD 8570.01-M and BBP 05-PR-M-0002
MS Desktop Support Technician or equivalent certification preferred
At least a high school diploma/GED
Benefits
Medical, dental, vision, disability, and life insurance
Flexible Spending Accounts
401(k)
PTO
Paid Paternal leave
Tuition reimbursement
Paid federal holidays
Security Clearance
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.
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.
