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.

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,
• Maintain clear, professional communication with customers to ensure timely resolution

procedures, and best practices

and foster strong working relationships

• Ensure all support activities are performed in compliance with established Service Level
• Apply information security principles and adhere to established security policies,

Agreements (SLAs)

protocols, and standards

Requirements

Skills and Experience

The Computer User Support Specialist must have:

• Minimum of Secret security clearance active
• Minimum of five (5) years of professional IT experience supporting functions aligned
• 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 this role standards and on-site 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

• 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.