Job Summary

Galapagos Federal Systems, LLC is seeking a highly motivated and skilled Advanced Computer User Support Specialist to support U.S. Space Command operations at Redstone Arsenal. This role is part of a team of dedicated professionals delivering mission-critical IT support in a dynamic operational environment. 

In this position, you will provide comprehensive technical support to end users by diagnosing and resolving hardware, software, and network issues with efficiency and professionalism. You will utilize remote support tools and an automated ticketing system to track, manage, and document all service requests. As needed, you will conduct on-site support to perform hands-on troubleshooting, system maintenance, and end-user training. 

The ideal candidate is a technically proficient, customer-focused professional with a strong foundation in computer hardware and software systems. Success in this role requires strong analytical, communication, and problem-solving skills, along with the ability to deliver high-quality IT support in a fast-paced, mission-driven environment.

Key Responsibilities 

The Computer User Support Specialist will: 

• Provide technical support and troubleshooting for computer systems, software, and hardware, including operating system configuration, user account management, and backup and recovery processes  
• Install, configure, and maintain end-user devices, including desktops, laptops, printers, and scanners  
• Perform hands-on installation, repair, and maintenance for issues that cannot be resolved remotely  
• Engage with users to assess organizational needs and provide guidance on processes, procedures, and best practices  
• Maintain clear, professional communication with customers to ensure timely resolution and foster strong working relationships  
• Ensure all support activities are performed in compliance with established Service Level Agreements (SLAs)  
• Apply information security principles and adhere to established security policies, protocols, and standards 

Skills and Experience 

The Computer User Support Specialist must have: 

• Active Secret security clearance  
• Minimum of five (5) years of professional IT experience supporting functions aligned with this role  
• Strong technical proficiency with Windows operating systems, Microsoft Office Suite, Horizon VDI, SharePoint, TCP/IP networking, and Microsoft Active Directory  
• Solid understanding of information security principles, best practices, and compliance standards  
• Proven ability to diagnose, troubleshoot, and resolve complex IT issues both remotely and on-site  
• Excellent communication, customer service, and organizational skills  
• Experience with ticketing systems and remote support tools  
• Demonstrated ability to meet and maintain Service Level Agreement (SLA) requirements 

Education and Certifications 

The Computer User Support Specialist must meet the following: 

Required 

• Bachelor's degree in computer science, Cybersecurity, Information Technology, Software Engineering, Information Systems, Computer Engineering, Mathematics, or Engineering, or relevant industry experience may be considered in lieu of a formal degree 
• DoD 8570.01 IAT Level II certification (e.g., CompTIA Security+) 
• A DoDM 8140.03 Advanced Level Certification prior to the government-mandated deadline. Acceptable certifications include FITSP-O, GICSP, CASP+, CISA, or SSCP

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 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 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.