Job Title: IT Help Desk Representative Senior -5876
Job Location: Tripler Army Medical Center, Oahu HI 96859
Job Salary: $58,000- $63,000

JOB SUMMARY

Galapagos Federal Systems LLC is seeking a motivated and highly qualified individual to join our team as an IT Help Desk Representative Senior. This position presents an exciting opportunity to collaborate with a dynamic group of professionals who are dedicated to achieving excellence and driving organizational success.
In this senior-level role, you will take the lead as a workflow manager, overseeing and guiding the daily operations of the IT Help Desk team. You will be responsible for supervising help desk personnel, providing advanced technical support, and ensuring prompt and effective resolution of IT-related issues.
Your role will also involve enhancing existing IT processes, mentoring team members, and promoting cross-team collaboration to improve overall service delivery. Your leadership and technical expertise will be essential in maintaining an efficient, high-performing IT Help Desk environment.
Compensation Minimum: $58,000
Compensation Maximum: $63,000
Job Requirements:

IT HELP DESK REPRESENTATIVE SENIOR SKILLS AND EXPERIENCE:

• This position does not require a clearance
• Active IAT Level I certification
• 5+ years of experience managing Help Desk operations, supporting complex systems through efficient IT workflows
• Troubleshoot and resolve issues for approximately 12,000 end-user devices, including desktops, printers, scanners, and healthcare systems
• Manage daily Help Desk operations, ensuring support coverage from 0600 to 1800, Monday through Friday
• Lead installation and management of desktop systems, enterprise applications, and COTS software
• Deploy and configure VoIP devices in coordination with the TAMC Call Manager administrator
• Handle mobile device setup and troubleshooting in accordance with DHA security protocols
• Support TAMC Pager Systems, including TAC code installations and Quick Page device configuration
• Provide one-on-one user support and training on basic desktop functions and applications
• Assist the IA team with IAVA compliance for central and decentralized systems
• Maintain accurate records in the ticketing system, updating and closing tickets in a timely manner
• Track tasks outside the DHA GSC system using internal logs
• Follow up on low-rated surveys within 14 days and report feedback through proper channels
• Support IT aspects of in-processing/out-processing with IA and Systems Engineering teams
• Implement new DHA in-processing procedures as they are released
• Oversee the loan-out equipment closet, track inventory, and report issues
• Assist walk-in users with IT support needs, including EUD check-in/out and troubleshooting

EDUCATION / CERTIFICATIONS

• IT Help Desk Representative Senior Education and Certifications:
• High School diploma or GRE
• IAT Level 1 Certification:
• CompTIA A+ CE, Network+ CE, or Security+ CE
• Degree Not Required

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