Computer User Support Specialist, Jr - Galapagos, LLC

Job Title: Computer User Support Specialist, Jr -4343

Job Location: Aberdeen Proving Ground, Edgewood, MD 21010J

Job Salary: $45,000-$55,000

Job Summary

Galapagos Federal Systems LLC is looking for an enthusiastic, well-qualified individual to fill the Computer User Support Specialist Junior Level position and to join our team of qualified, diverse individuals.

A Junior Computer Support Specialist is being sought to join the dedicated team at the Chemical Biological Center IT (Information Technology) Mission Support Center (ITMSC). In this role, you will play a pivotal part in delivering exceptional above-baseline/Tier 2 concierge-like support to over 3,000 users, aiding through diverse channels such as phone, email, and walk-in requests. Operating between 7:00 am and 5:00 pm, Monday through Friday, you'll be instrumental in addressing a wide spectrum of IT needs, including but not limited to hardware, software, mobile devices, networking (VPN and Citrix), system administration, cyber security, and printer support. Elevate your career by becoming an integral part of our team and contributing to the seamless functioning of our IT infrastructure.

Skills / Experience Required

• Secret Clearance
• Deliver comprehensive Service Desk coverage during scheduled opening and closing shifts between 7:00 am to 5:00 pm, Monday through Friday (excluding Federal Holidays and instances of inclement weather or site closures)
• Ensure prompt response to all calls, emails, and walk-in issues within duty hours, adhering to Service Level Agreements (SLAs) through effective communication via phone calls, emails, or issue ticket resolution
• Utilize advanced troubleshooting techniques and automated tools for diverse hardware and software platforms, encompassing Windows 10, iOS, Android, Microsoft Office, Citrix VDI, SharePoint, and Microsoft Active Directory
• Provide elevated quality service and support for the mission critical systems and VIP end users
• Spearhead the seamless installation of new computers and relocation of existing ones, guaranteeing full functionality, operational efficiency, and error-free performance while preserving user data during the transition
• Contribute to the enhancement and maintenance of current approved Microsoft Windows OS images by actively providing feedback, recommending software and configuration changes, and collaborating with the image team to ensure optimal system performance

Education / Certifications

• Associate degree or higher in a related field
• 1-2 years in an IT/help desk role or within customer service can be substituted for an associate degree
• Background Investigation Requirement: National Agency Check with Local Agency and Credit Checks (ANACI)
• DoDI 8140.01 and 8570.01-M IAT-I or IAT-II approved baseline certification (Compliant certification reference: https://public.cyber.mil/wid/cwmp/dod-approved-8570-baseline-certifications/)
• Computing environment certification or certificate of training relevant to job duties and approved by the DEVCOM-CBC Information System Security Manager (ISSM) within 6 months of appointment

Benefits

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

Security Clearance

Must be a U.S. Citizen. A high-level Department of Defense active security clearance is 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 Native Hawaiian Organization 8(a) Small Business specializing in global information technology and offering professional solutions 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 &