Senior IT Help Desk Representative

Galapagos Federal Systems LLC is seeking a highly qualified and motivated Senior IT Help Desk Representative to join our team. This position offers an excellent opportunity to support critical Department of Defense (DoD) healthcare operations while collaborating with a highly skilled team dedicated to mission success.

The Senior IT Help Desk Representative will provide advanced technical support within a large military hospital environment, ensuring the reliability, functionality, and security of computer hardware, software, and IT systems. Key responsibilities include troubleshooting technical issues, performing system maintenance, deploying and configuring equipment, and resolving end‑user support requests to maintain operational efficiency and minimize downtime.

• Provide technical support for daily IT operations within a military healthcare environment, coordinating with the Site Manager, Workflow Manager, and senior technical personnel

• Diagnose, troubleshoot, and resolve hardware, software, operating system, and network connectivity issues to minimize downtime

• Install, configure, maintain, and support computers, printers, scanners, peripherals, and approved software applications

• Manage user accounts, including account creation, modifications, access troubleshooting, and annual training system requirements

• Respond to technical support requests via phone, email, and on‑site assistance, ensuring timely and professional resolution

• Document, track, prioritize, and resolve service requests using designated IT ticketing systems, escalating complex issues as necessary

• Monitor system error messages, perform corrective actions, and assist with software testing, updates, and system modifications

• Perform routine preventive maintenance and ensure equipment, supplies, and peripherals remain operational

• Maintain accurate technical documentation, troubleshooting procedures, and end‑user self‑service resources

• Track user compliance with Department of Defense (DoD) cybersecurity policies, training requirements, and network access standards

• Monitor Information Management Division (IMD) cybersecurity training requirements and maintain personnel records within the Army Training and Certification Tracking System (ATCTS)

• Coordinate with other DoD facilities to update user accounts and system access related to Permanent Change of Station (PCS), deployments, and Temporary Duty (TDY) assignments

• Conduct customer satisfaction follow‑ups, monitor outstanding issues, and ensure service quality and continuity

• Prepare operational reports, maintain support statistics, and provide updates to management as required

• Perform additional duties as assigned while maintaining regular and reliable attendance

The Senior IT Help Desk Representative must have:

• Active Tier III Public Trust clearance or the ability to obtain the required background investigation and eligibility determination

• Minimum of 5 years of relevant IT support experience, preferably within enterprise, military, or DoD environments

• Demonstrated experience installing, configuring, maintaining, and troubleshooting computer hardware, operating systems, software, and peripherals

• Experience utilizing IT service management (ITSM) platforms and ticketing systems to document, track, and resolve technical issues

• Knowledge of network account administration, user access management, and basic network troubleshooting

• Familiarity with DoD IT policies, cybersecurity awareness requirements, and regulatory compliance standards

• Experience maintaining technical documentation, tracking service requests, and supporting end‑user technology needs

• Ability to provide technical assistance in a structured, security‑conscious environment…