Computer User Support Specialist Advanced

Overview Job Summary Galapagos Federal Systems LLC is seeking an experienced Computer User Support Specialist – Advanced to support Army Materiel Command (AMC) at Redstone Arsenal. In this role, you will provide advanced technical support to end users by diagnosing and resolving hardware, software, network, and system-related issues. You will manage service requests through remote support tools and automated ticketing systems, perform on-site troubleshooting and system maintenance, and provide end-user training as needed. The ideal candidate is a technically proficient and customer-focused IT professional with strong troubleshooting, communication, and problem-solving skills and the ability to deliver reliable support in a fast-paced DoD environment. Key Responsibilities The Computer User Support Specialist will: Provide advanced technical support and troubleshooting for computer hardware, software, operating systems, and network-related issues Configure and support operating systems, user accounts, system backups, and recovery activities Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other end-user devices Perform on-site installation, repair, maintenance, and troubleshooting when issues cannot be resolved remotely Engage with users to understand technical and operational needs and provide guidance on IT processes, procedures, and best practices Document, track, and manage service requests using automated ticketing and remote support tools Ensure technical support activities are completed in accordance with established Service Level Agreements (SLAs) Apply information security principles, policies, procedures, and standards when supporting systems and end users Requirements Skills and Experience The Computer User Support Specialist must have: Active Secret security clearance 5+ years of professional IT experience providing desktop, end-user, or technical support services Strong technical knowledge of Windows operating systems, Microsoft Office Suite, Horizon VDI, SharePoint, TCP/IP networking, and Microsoft Active Directory Demonstrated experience diagnosing and resolving complex hardware, software, system, and network issues both remotely and on-site Experience with automated ticketing systems and remote support tools Working knowledge of information security principles, best practices, and compliance requirements Demonstrated experience working within and meeting established Service Level Agreements (SLAs) Education and Certifications The Computer User Support Specialist must meet the following: Required Bachelor's degree in computer science, Cybersecurity, Information Technology, Software Engineering, Information Systems, Computer Engineering, Mathematics, or Engineering, or relevant industry experience may be considered in lieu of a formal degree DoD 8570.01 IAT Level II certification (e.g., CompTIA Security+) A DoDM 8140.03 Advanced…