Computer User Support Specialist - Advanced

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.

• 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 and best practices, and foster strong working relationships.
• Maintain clear, professional communication with customers to ensure timely resolution of procedures.
• 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.

Minimum qualification:

• Minimum of Secret security clearance active.
• Minimum of five (5) years of professional IT experience supporting functions aligned with U.S. military or federal environment.
• 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.
• Proven ability to diagnose, troubleshoot, and resolve complex IT issues both remotely.
• 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) with on‑site requirements.

• Bachelor's degree in computer science, cybersecurity, information technology, software engineering, information systems, computer engineering, mathematics, or engineering, or relevant industry experience considered in lieu of a formal degree.
• DoD 8570.01 IAT Level II certification (e.g., CompTIA Security+).
• DoDM 8140.03 Advanced Level Certification prior to the government‑mandated deadline. Acceptable certifications include FITSP‑O, GICSP, CASP+, CISA, or SSCP.

• Medical, dental, vision, disability, and life insurance.
• Flexible Spending Accounts.
• 401(k).
• Paid time off (PTO).
• Paid parental leave.
• Tuition reimbursement.
• Paid federal holidays.

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.

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, and may need to lift up to thirty pounds as necessary.

Galapagos Federal Systems, LLC is an equal opportunity employer. We do 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 other eligible veteran status or legally protected characteristics. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.