Computer Support Specialist L5 at Honu Services in Austin, Texas

Job Description:

Job Title: Computer Support Specialist L5 -4952


Job Location: GSA Building, 300 E 8th Str, Austin, TX 78701


Job Summary


Galapagos Federal Systems LLC is seeking an energetic and highly skilled professional to join our dynamic and diverse team as a Level Five Computer Support Specialist.

As a Computer Support Specialist, you will provide expert assistance to users and organizations, addressing their computer software and equipment needs. You will accurately diagnose issues, guide users through resolutions, and ensure smooth operations. Your responsibilities will include setting up, imaging, and repairing computer equipment and devices, as well as training users on new hardware and software, including printing, installation, word processing, and email.

You will handle support requests via phone, web, and email, utilizing remote tools and an automated trouble ticketing system. Additionally, you will perform site visits for hands-on support and manage customer accounts to ensure a seamless and efficient user experience.

Compensation Minimum: $95,000

Compensation Maximum:

Job Requirements:



Skills / Experience Required

• Secret Clearance
• 4+ years of experience performing PC maintenance functions
• Remain on call 24/7, including Federal holidays, ready to return to the work center within two hours to support operational needs
• Deploy and manage Army Golden Master-approved interoperable and integrated office automation software
• Provide on-site support for NIPRNET and SIPRNET customers, prioritizing command staff, unit control center, and directors; report significant outages and issues to Government management
• Resolve desktop issues via Remote Control, manage user accounts and passwords, and assist with IAVA remediation.
• Install, configure, troubleshoot, relocate, and repair desktops, handheld devices, and printers
• Identify and resolve network problems by collaborating with Tier II and III administrators
• Submit daily systems reports and escalate unresolved problems to the next support level
• Answer HELPDESK calls, record work orders using automated incident tracking systems, and provide technical customer support
• Configure, diagnose, reimage, reload, troubleshoot, and repair MS Windows laptops, desktops, and peripheral devices
• Configure, diagnose, reload, troubleshoot, and repair MS Office applications, with strong proficiency in Outlook
• Configure, diagnose, reload, troubleshoot, and repair NCES products, Jabber, WI-FI, AirCard applications, and wireless services
• Configure, diagnose, reload, troubleshoot, and repair handheld devices and CAC Smart Card readers
• Assist users during briefings and events with collaborative tools like Google Earth, DCO Connect Online, Jabber, Portals, and alert systems
• Deliver excellent customer service and demonstrate proficiency in Microsoft OS platforms, Microsoft Office applications, and standard software approved by the Army
• Support system upgrades, provide system support, and log/troubleshoot problems using Remedy/ITSM
• Screen incoming tickets for accuracy, gather missing information, and ensure service requests are complete
• Provide limited troubleshooting for Army Enterprise applications and telecommunications systems, escalating issues per SOPs
• Submit work orders and trouble tickets for new installations and changes to telephone services via the Army Enterprise Service Desk
• Maintain and operate a lending library of software and hardware, providing problem resolution in equipment maintenance, common user software, and network issues; apply knowledge of VPNs and Outlook Web Access
• Refer complex technical issues to Government Tier 2 and Tier 3 Systems Administrators
• Monitor the status of tickets in the Remedy/ITSM system, notifying support staff if tickets are not addressed within established timeframes
• Analyze historical data to identify problem areas and develop long-term solutions

Education / Certifications

• High school diploma/GED
• IT I & IAT II certifications as specified in DoD 8570.01-M and BBP 05-PR-M-0002
• MS Desktop Support Technician or equivalent certification preferred-

Benefits

• Medical, dental, vision, disability, and life insurance
• Flexible Spending Accounts
• 401(k)
• PTO
• Paid Paternal leave
• Tuition reimbursement
• Paid federal holidays

Security Clearance


Must be a U.S. Citizen. A high-level Department of Defense active security clearance is required. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.


Salary Range


$95,000 - $100,000


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.


Get job alerts by email. Sign up now! Apply Now