Computer User Support Specialist - Senior *

at  Na Oiwi Kane

Job Title: Computer User Support Specialist - Senior- 4390
Job Location: Aberdeen Proving Ground, Edgewood, MD 21010

JOB SUMMARY

Galapagos Federal Systems LLC seeks an accomplished and dynamic professional to assume the role of Senior Computer User Support Specialist.
A Senior 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.
Job Requirements:

SKILLS / EXPERIENCE REQUIRED

• 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
• 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
• Provide elevated quality service and support for mission-critical systems and VIP end users, exemplifying a commitment to excellence and reliability in every interaction

EDUCATION / CERTIFICATIONS

• Associate’s degree or higher in a related field
• 2-4+ years of IT/help desk role or within customer service may be substituted for the education requirement
• Background Investigation Requirement: National Agency Check with Local Agency and Credit Checks (ANACI)
• DoD 8570.01 / 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

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