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Overview Job Summary Galapagos Federal Systems LLC is seeking a motivated and highly qualified professional to join our team as a Help Desk Support Service Specialist (Intermediate). This position offers the opportunity to collaborate with a diverse and skilled workforce dedicated to mission success in a dynamic environment. In this role, you will provide Tier II technical support for desktops, servers, mainframe applications, and associated hardware, resolving issues escalated from Tier I support. You will be responsible for diagnosing and troubleshooting complex technical problems, ensuring timely resolution, and maintaining high levels of customer satisfaction. The ideal candidate will have experience with IT service management (ITSM) tools and processes, strong analytical and problem-solving skills, and the ability to quickly assess and resolve technical issues in a fast-paced environment. Key Responsibilities The Help Desk Support Service Specialist Intermediate will: * Provide Tier II technical support for desktops, servers, mainframe applications, and associated hardware, resolving issues escalated from Tier I help desk support * Diagnose and troubleshoot complex technical issues, identifying root causes and implementing effective solutions * Collaborate with network services, software engineering, and application development teams to restore services and prevent recurring issues * Reproduce and simulate user-reported problems to accurately diagnose and resolve technical challenges * Recommend system enhancements and process improvements to optimize performance and reduce incident recurrence * Maintain current knowledge of industry best practices, emerging technologies, and IT support methodologies * Deliver high-quality customer service by communicating clearly with end users and managing expectations effectively Requirements Skills and Experience The Help Desk Support Service Specialist Intermediate must have: * Active Secret clearance * 3-5 years of experience in Help Desk or IT support roles, preferably in a Tier II environment * Experience supporting PCs, servers, mainframe applications, and hardware in an enterprise environment * Strong problem-solving and analytical skills, with the ability to quickly assess and resolve technical issues * Solid communication and writing skills, with the ability to document issues and solutions clearly * Familiarity with IT service management (ITSM) tools and processes (e.g., ServiceNow, Remedy) * Proven ability to work effectively both independently and as part of a cross-functional team Education and Certifications The Help Desk Support Service Specialist Intermediatemust have the following: Required * Bachelor's degree, preferred (computer science, information technology, or have equivalent experience) * GFACT or CND or Security+ or GSEC Benefits * Medical, dental, vision, disability, and life insurance * Flexible Spending Accounts * 401(k) * PTO * Paid Parental Leave * Tuition reimbursement * Paid federal holidays Security Clearance Must be a U.S. Citizen. A high-level Department of Defense active security clearance is/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. 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 up to thirty pounds, as necessary. Company Summary Headquartered in Hawaii, Galapagos Federal Systems, LLC, is an SBA-Certified NHO-owned 8(a) Small Business specializing in global information technology solutions. We deliver professional services in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Sys