Job Summary

Galapagos Federal Systems, LLC is seeking a skilled and motivated Computer Support Specialist Lead to join our team. 

The Computer Support Specialist V Lead will oversee a team of IT support professionals, ensuring timely and effective technical support for end users. Responsibilities include providing team leadership, assisting with hiring and on boarding, monitoring performance, and supporting management with reporting and status updates. 

In addition, this role serves as a senior technical resource, providing advanced troubleshooting and resolution of hardware, software, and system issues. The selected candidate will configure, image, deploy, and maintain computer systems and peripherals while supporting end-user training on operating systems, email, printing, and productivity applications. The ideal candidate will possess strong technical expertise, leadership skills, and a commitment to delivering exceptional customer service. 

Key Responsibilities

The Computer Support Specialist will:

• Provide Tier II/III technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, and system-related issues 
• Manage help desk requests, incident reports, and service tickets, ensuring timely resolution and escalation of unresolved issues 
• Respond to support requests through automated ticketing systems (e.g., Remedy, ITSM) and remote support tools 
• Install, configure, image, deploy, troubleshoot, relocate, and repair desktops, laptops, printers, handheld devices, and peripheral equipment 
• Configure and support Microsoft Windows operating systems, Microsoft Office Suite applications (particularly Outlook), and NCES products 
• Provide on-site support for NIPRNET and SIPRNET environments, prioritizing mission-critical support for command staff and leadership personnel 
• Assist with user account management, password resets, access control administration, and IAVA remediation activities 
• Support network connectivity and remote access technologies, including Wi-Fi, VPNs, AirCards, CAC Smart Card readers, and Outlook Web Access 
• Deploy and maintain Army Golden Master-approved desktop and office automation software 
• Conduct routine system maintenance, software updates, backups, and hardware lifecycle management 
• Maintain hardware and software inventories and ensure accountability of assigned IT assets 
• Monitor, track, and report ticket status, system performance, and support metrics to leadership 
• Analyze recurring technical issues, identify root causes, and recommend long-term solutions to improve system reliability and user experience 
• Support collaborative technologies and briefing systems, including Jabber, DCO Connect, Google Earth, and other mission support tools 
• Develop and implement IT support procedures and ensure compliance with organizational cybersecurity policies and security regulations 
• Collaborate with network administrators, system administrators, cybersecurity personnel, and other stakeholders to support projects and resolve complex technical issues 
• Provide daily system status reports and escalate major outages or mission-impacting issues to leadership as required 
• Participate in an on-call rotation and remain available for 24/7 support, including Federal holidays, with the ability to respond on-site within two hours when required

Skills and Experience 

The Computer Support Specialist V Lead must have: 

• Active Secret security clearance with the ability to maintain clearance throughout employment 
• Minimum of five (5) years of experience performing PC maintenance, troubleshooting, and end-user support functions 
• Experience supporting enterprise desktop environments within DoD, Federal Government, or similarly complex organizations 
• Advanced knowledge of desktop and laptop hardware, Microsoft Windows operating systems, and common enterprise software applications 
• Experience providing Tier II/III or senior-level technical support in a large enterprise environment 
• Proficiency with IT service management (ITSM) platforms, ticketing systems, and remote support tools 
• Experience supporting NIPRNET, SIPRNET, and other secure network environments 
• Experience with system imaging, software deployment, hardware lifecycle management, and asset accountability

Education and Certification

The Computer Support Specialist V Lead must meet the following: 

Required 

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

Preferred 

• MS Desktop Support Technician or equivalent certification  

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 up 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 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.