JOB REQUIREMENTS

Skills / Experience Required

• Be available for notification of recall to duty 24 hours a day, seven days a week, including Federal holidays, and be able to return to the work center within two hours of notification to support operational requirements
• Deploy Government-provided interoperable and integrated standard common user office automation desktop software as approved for use by the Army Golden Master program
• Provide on-site desktop, software, and peripheral support for NIPRNET and SIPRNET customers; priority support for command staff, unit control center, and directors; report significant outages and/or customer issues to appropriate Government management personnel
• Resolve desktop problems via Remote Control; add/delete accounts and reset passwords as needed; assist with IAVA remediation
• Install, configure, troubleshoot, relocate, and repair desktops, handheld devices, and printers
• Identify network problems impacting users and work with appropriate Tier II or III administrators to quickly restore optimum service.
• Submit daily systems reports and contact next level of support to escalate unresolved problems
• Answer HELPDESK calls and utilized automated incident tracking systems to record work orders and provide technical customer support
• Configure, diagnose, reimage, reload, utilize troubleshoot and repair all MS Windows based laptops and desktops loaded with Windows vista and Windows 10 OS and all associated peripheral devices
• Configure, diagnose, reload, utilize troubleshoot and repair all MS Windows Office applications with a good understanding of Outlook and related components
• Configure, diagnose, reload, utilize troubleshoot and repair all NCES products
• Configure, diagnose, reload, utilize troubleshoot and repair all Jabber instant messaging applications
• Configure, diagnose, reload, utilize troubleshoot and repair all WI-FI and AirCard applications and wireless services
• Configure, diagnose, reload, utilize troubleshoot and repair all handheld devices and handheld device CAC Smart Card readers
• Assist users during briefings and events with all collaborative tools such as Google Earth, DCO Connect Online, Jabber, Portals, and alert systems
• Have good customer service skills and proficiency in Microsoft Operating System platforms, Microsoft Office applications, and other standard operating systems required as approved by the Army and software used by Fort Hood NEC customers
• Support customer service functions in performing systems upgrades, system support, and problem logging / troubleshooting using the Action Request System (Remedy/ITSM).
• Screen all incoming tickets for accuracy and completeness and contact customers via telephone to gather incomplete, erroneous, or missing information required to provide the service requested by the customer.
• Provide limited troubleshooting support for Army Enterprise approved applications and telecommunications systems; and identify incidents meeting requirements for additional elevation and reporting in accordance with standard operating procedures as provided by the Army Enterprise Service Desk and the C4IM services list
• Submit work orders/trouble tickets to the Army Enterprise Service Desk for new installs and changes to existing telephone service
• Maintain and operate a limited lending library of software and hardware. Provide problem resolution services for these items in the areas of equipment maintenance, common user software and network related problems; apply knowledge and understanding of virtual private networks and outlook web access
• Refer complex technical issues to a Government Tier 2 and Tier 3 Systems administrator for resolution
• Monitor the status of all tickets in the automated Remedy/ITSM work order system, notifying support group staff if tickets are not being worked IAW the time frames established
• Analyze historical data to identify possible areas for further problem identification and long term solutions
• Contact customers who reported outages to verify outages have been corrected and customer is able to work
• Maintain user accounts and process password resets
• Provides Tier II support to users by researching, diagnosing, and resolving technical problems involving both business and IT related technical issues with end-user computer technology
• Installs approved software within regular business hours. Prepare software using provided software package utility for deployment
• Electronically "push" software, software updates, security updates, vendor patches (service packs, service releases), etc. to end user devices. Update 100% of affected available devices in accordance with the timelines established within the request
• Assist users in identifying service requirements and developing appropriate technical specifications that are consistent with user needs. Provide advice on automating functions, integrating requirements with existing capabilities, communication requirements, control and administration of systems, types of information management systems, operating systems, equipment, and infrastructure compatibility. Provide users with recommendations on approved equipment and software.
• Issue, maintain, and delete end-user accounts
• Provide configuration of end user and network devices to include computers, printers, laptops, scanners, PDAs, and other hardware
• Install new computers per the Life Cycle Replacement Policy
• Provide Local Touch Labor Services to include installation, troubleshooting, repairing, and software updates, security updates, vendor patches (service packs, service releases), etc., when electronic application means do not exist
• Other duties assigned

Education / Certifications

• High school diploma/GED
• 4+ years of experience performing PC maintenance functions
• Possess and maintain:
• 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
• Candidate must have solid knowledge of information security principles and practices, as well as an advanced understanding of security protocols and standards
• Extensive knowledge of Applications, PC Software, Operating Systems/Windows 7, 10
• MS Office applications with strong Excel skills, Outlook, and Internet Browser
• Citrix and virtualization knowledge a plus
• General knowledge of Windows technology and TCP/IP networking

Security Clearance

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

Physical Requirements

Work may involve sitting or standing for extended periods of time and typing and reading from a computer screen. Must have enough mobility, including bending, reaching, and kneeling, to complete daily duties in a prompt and efficient manner and may include lifting thirty (30) pounds, as necessary.

Company Summary

Headquartered in Hawaii, Galapagos Federal Systems, LLC is an SBA Certified NHO (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.