Computer Support Specialist

Galapagos Federal Systems, LLC is seeking a skilled and customer‑focused Computer Support Specialist to join our team. This is an exciting opportunity to work in a collaborative, mission‑driven environment supporting critical operational and technical requirements.

• Provide Tier II/III technical support to end users by diagnosing, troubleshooting, and resolving complex hardware, software, operating system, and system‑related issues.
• Manage help desk requests, incident reports, and service tickets, ensuring timely resolution, accurate documentation, and appropriate escalation of unresolved issues.
• Respond to user support requests through automated ticketing systems (e.g., Remedy, ITSM) and remote support tools while maintaining high levels of customer service and responsiveness.
• Install, configure, image, deploy, maintain, troubleshoot, relocate, and repair desktops, laptops, printers, handheld devices, and other peripheral equipment.
• Configure and support Microsoft Windows operating systems, Microsoft Office applications (with emphasis on Outlook), and NCES products.
• Provide on‑site support for NIPRNET and SIPRNET environments, ensuring mission‑critical systems remain operational and prioritizing support for senior leadership and command personnel.
• Perform user account administration, including password resets, access management, permissions support, and Identity and Access Management (IAM) activities.
• Support network connectivity and remote access technologies, including Wi‑Fi, VPNs, Air Cards, CAC/Smart Card readers, Outlook Web Access, and related communication tools.
• Deploy, maintain, and update Army Golden Master‑approved desktop images and office automation software in accordance with organizational standards.
• Conduct routine system maintenance, software installations, updates, patches, backups, and hardware lifecycle management activities.
• Maintain accurate hardware and software inventories and ensure accountability and tracking of assigned IT assets.
• Monitor, track, and report ticket status, system performance metrics, and support trends to leadership.
• Analyze recurring technical issues, identify root causes, and recommend corrective actions and process improvements to enhance system reliability and user satisfaction.
• Support collaborative technologies and mission‑support applications, including Jabber, DCO Connect, Google Earth, and other operational tools.
• Develop, document, and implement IT support procedures while ensuring compliance with cybersecurity requirements, organizational policies, and security regulations.
• Collaborate with network engineers, system administrators, cybersecurity teams, and other stakeholders to support projects, system upgrades, and complex troubleshooting efforts.
• Provide daily system status updates and promptly elevate mission‑impacting incidents, outages, and cybersecurity concerns to leadership.

• Active Secret Security Clearance with the ability to maintain clearance throughout employment.
• 4+ years of experience providing desktop support, PC maintenance, or end‑user technical support in an enterprise environment.
• Experience delivering Tier II/III technical support and resolving complex hardware, software, and system issues.
• Strong knowledge of desktop and laptop hardware, Microsoft Windows operating systems, and enterprise software applications.
• Proficiency with IT Service Management (ITSM) platforms, ticketing systems, and remote support tools.
• Experience supporting Microsoft Office Suite applications, particularly Microsoft Outlook.
• Familiarity with NIPRNET and SIPRNET environments and DoD information technology support practices.
• Knowledge of remote access technologies, including VPNs, CAC/Smart Card authentication, wireless connectivity, and mobile computing solutions.
• Experience supporting cybersecurity initiatives, including IAVA remediation, system patching, vulnerability management, and compliance activities.

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

• MS Desktop Support Technician or equivalent certification

• Medical,…