Job Summary

Galapagos Federal Systems LLC is seeking a qualified and motivated IT Help Desk Representative Intermediate to support mission critical operations within a large military hospital environment. This position offers the opportunity to work alongside a diverse and highly skilled technical team dedicated to operational excellence, system reliability, and mission success. 

The IT Help Desk Representative Intermediate provides Tier I and Tier II technical support to end users, delivering comprehensive troubleshooting and resolution services across computer hardware, software applications, operating systems, and peripheral devices. Responsibilities include system configuration, maintenance, deployment, incident response, and user assistance in accordance with established standard operating procedures, cybersecurity requirements, and service level agreements (SLAs). 

The role requires accurate documentation of service requests, incidents, and resolutions within the designated ticketing system, ensuring traceability and compliance. Complex or unresolved technical issues are escalated to higher-tier support teams as appropriate, with proper documentation and follow through to ensure timely resolution. 

Key Responsibilities 

 
The IT Help Desk Representative Intermediate will: 

• Perform daily IT support duties under the guidance of senior personnel, including the Site Manager and Workflow Manager, in support of operational requirements 
• Diagnose, troubleshoot, and resolve common hardware, operating system, software, and peripheral device issues 
• Support specific components of complex technical tasks led by senior technicians, operating under defined supervision as required 
• Install, configure, and maintain computer hardware, software applications, operating systems, printers, scanners, and related system components 
• Conduct routine equipment maintenance, including replenishment of consumables such as paper, media, and peripheral supplies 
• Respond to end-user inquiries via phone, email, and on-site support in a timely, professional, and customer-focused manner 
• Document all service requests, troubleshooting steps, and resolutions within the designated IT service management (ITSM) ticketing system to ensure accurate tracking and SLA compliance 
• Review system error messages, implement corrective actions when appropriate, and escalate issues in accordance with established procedures 
• Track incidents through full resolution to ensure accountability, service continuity, and customer satisfaction 
• Conduct customer follow-ups to validate issue resolution and ensure service quality standards are met 
• Test new or modified software and assist with system updates or application deployments as directed 
• Maintain and update technical documentation, procedural guides, knowledge base articles, and user support materials 
• Create, modify, and manage user accounts for network access and required training systems 
• Coordinate with other DoD facilities to support Permanent Change of Station (PCS), Temporary Duty (TDY), and deployment actions to ensure accurate system access and profile updates 
• Track Information Management Division (IMD) cybersecurity training requirements and update user compliance records in ATCTS (Army Training Certification Tracking System) 
• Provide operational metrics, reports, and performance data to leadership as required 
• Perform additional duties as assigned to support mission and operational requirements 

Skills and Experience

The IT Help Desk Representative Intermediate must have: 

• Active Tier III Public Trust clearance, or the ability to obtain one 
• Demonstrated experience installing, configuring, and troubleshooting computer hardware, operating systems, software applications, and peripheral devices 
• Experience working with IT service management (ITSM) platforms and ticketing systems 
• Knowledge of user account management, access control procedures, and compliance tracking systems 
• Familiarity with DoD IT policies, cybersecurity requirements, training systems, and regulatory compliance standards 
• Strong analytical and problem-solving skills with the ability to diagnose and resolve technical issues efficiently 
• Excellent customer service and communication skills, with the ability to interact effectively with both technical and non-technical users 
• Ability to work independently while contributing effectively within a structured, team-oriented, and regulated environment 
• Strong attention to detail and commitment to documentation accuracy and service quality 

Education and Certifications 

 
The IT Help Desk Representative Intermediate must have the following: 

 
Required 

• High School Diploma or GED 
• IAT Level I certification in accordance with DoD 8570/8140 requirements (e.g., CompTIA A+ or Security+) 

Benefits

• Medical, dental, vision, disability, and life insurance
• Flexible Spending Accounts
• 401(k)
• PTO
• Paid Parental leave
• 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 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 experience supporting both federal and commercial markets, our team brings innovative expertise to complex IT challenges, delivering solutions across the globe.

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 accommodation 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.