Galapagos Federal Systems · 8 hours ago
Senior Computer User Support Specialist-2544
Aberdeen Proving Ground, MD
Full-time
Onsite
Mid, Senior Level
$60K/yr - $70K/yr
3+ years expGalapagos Federal Systems, LLC is seeking an experienced, customer-focused Senior Computer User Support Specialist to join their team at the Transformation Decision Analysis Center. This senior-level role provides Tier 2 IT support to enterprise users, ensuring the continuity and reliability of mission-critical services while delivering exceptional customer service.
Cloud InfrastructureCyber SecurityData IntegrationInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Respond to and resolve all IT support requests received via phone, email, walk-in, or ticketing system during assigned duty hours, ensuring compliance with established Service Level Agreements (SLAs)
Proactively identify trends, risks, and potential system issues, implementing preventive measures to minimize service disruptions and reduce reactive support
Deliver customer-facing IT support in highly visible and mission-critical environments while maintaining the highest standards of professionalism, discretion, and service quality
Communicate technical information clearly and effectively to users with varying levels of technical proficiency, ensuring understanding and user confidence
Perform support functions aligned with Army Information Management Officer (IMO) responsibilities, as applicable, in accordance with organizational policies and procedures
Qualification
Required
Active Secret clearance
Hands-on experience supporting enterprise IT environments, including Microsoft Azure, Active Directory, Windows 11, Microsoft Office, Share Point, iPhone/mobile device support, and SVTC / (Secure) Microsoft Teams
Strong organizational and time-management skills with a proven ability to prioritize competing tasks and consistently meet deadlines
Demonstrated ability to translate complex technical concepts into clear, user-friendly explanations for diverse audiences
Exceptional critical thinking and problem-solving skills, with the ability to diagnose and resolve a broad range of IT issues efficiently
Self-motivated, proactive professional capable of working independently with minimal supervision
Excellent verbal and written communication skills to support effective collaboration with users, peers, and leadership
Proven professionalism and customer-service orientation, particularly in high-visibility or mission-essential support environments
Associate's degree or equivalent educational background OR 2–4 years of hands-on IT/help desk or customer service experience as a substitute for formal education
National Agency Check with Local Agency and Credit Checks (ANACI)
DoD 8570 IAT-I or IAT-II baseline certification
Computing environment certification or certificate of training relevant to job duties (must be completed within 6 months of appointment)
Help desk: 3 years (Required)
IAT Level II (Required)
Secret (Required)
Benefits
Medical, dental, vision, disability, and life insurance
Flexible Spending Accounts
401(k)
PTO
Paid Parental Leave
Tuition reimbursement
Paid federal holidays
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Parental leave
Tuition reimbursement
Vision insurance
Company
Galapagos Federal Systems
Headquartered in Hawaii, Galapagos Federal Systems, LLC is an SBA-certified, NHO-owned 8(a) Small Disadvantaged Business specializing in global information technology and offering professional solutions in IT design and installation, training, SETA, and advisory and assistance services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Todd Lawson
President/CEO
Recent News
2026-01-19
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