Computer User Support Specialist Intermediate

at  Na Oiwi Kane

JOB SUMMARY

Galapagos Federal Systems LLC is looking for an enthusiastic, well-qualified individual to fill the Computer User Support Specialist position and to join our team of qualified, diverse individuals.
The Computer User Support Specialist serves as the primary point of contact for end-users experiencing technical issues with their computer systems, software, and hardware. This role is responsible for diagnosing and resolving these issues efficiently, while also providing high-quality customer service. The specialist will utilize remote support tools and an automated ticketing system to manage and document all interactions. Additionally, the specialist may be required to conduct on-site visits to perform hands-on troubleshooting and training.
To be considered for this role, candidates must have a strong understanding of computer software and hardware systems, excellent problem-solving skills, and a commitment to providing exceptional customer service.
Job Requirements:

SKILLS / EXPERIENCE REQUIRED

• 3 years of IT experience in relevant services
• Diagnose and resolve issues with computer systems, software, and hardware, including OS configuration, user accounts, and system backups
• Meet with users to understand needs, educate on processes, and gather requirements
• Provide advanced tech support by resolving complex business and IT issues
• Maintain effective communication and customer relations
• Install and deploy approved software and updates within timelines
• Configure and manage end-user devices like computers, printers, and scanners
• Perform hands-on installation, troubleshooting, and repairs when needed
• Understand information security principles, protocols, and standards.
• Adhere to Service Level Agreements (SLAs)
• Knowledge of various software platforms: Windows, iOS/Android, Microsoft Office, McAfee HBSS/HIPS, Citrix VDI, SharePoint, TCP/IP networking, and Microsoft Active Directory

EDUCATION / CERTIFICATIONS

• Bachelor’s degree in computer science, Cyber Security, Information Technology, Software Engineering, Information Systems, or Computer Engineering degree or degree in Mathematics or Engineering
• Relevant industry experience may be considered in lieu of formal education for this position
• Required: DOD 8570.01 IAT II certification required to start (e.g, Security+). Must be able to obtain a DODM 8140.03 intermediate or advanced level certification before government deadline (Intermediate: CND or GICSP | Advanced: CASP+ or CISA or SSCP).

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 & commercial market with projects found around the world, our team has innovative expertise in the development of a wide range of technological solutions. 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 accommodations 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.
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EXPERIENCE

Not Specified

Please refer the Job description for details