Senior PC Support Specialist

Position/Job Title: Senior PC Support Specialist

Work Location: Austin, Texas

Job Summary:

Galapagos Federal Systems, LLC has an immediate opening for a Senior PC Support Specialist. The Senior PC Support Specialist assesses and troubleshoots computer support problems and applies understanding of computer software and hardware products and services to resolve problems of users. Provides assistance to users and organizations using computer software or equipment. Properly diagnoses problems and guides users through problem resolution. Set up, image or repair computer equipment and related devices. Train users to utilize new computer hardware or software, including printing, installation, word processing, and email. Respond to phone, web, fax and email requests for assistance using remote tools and automated trouble ticketing system. Make site visits to provide touch labor. Provides account management.

Essential Duties and Responsibilities: (Not listed in order of importance; other duties may be assigned) and must be able to perform the following with minimal guidance:

• 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, hand held 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. 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 hand held 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.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be a U.S. Citizen.

Education and/or Experience/Skills Required:

• High School/GED


• 4 years of experience as a senior PC Support Specialist


• Must possess and maintain an IT I level certification IAW AR 25-2 and an IAT II certifications IAW DoD 8570.01-M and BBP 05-PR-M-0002

Abilities:

• Ability to organize, prioritize and meet deadlines.


• Capable of conveying complex information in a simplistic manner.


• Strong critical thinking and problem-solving skills.


• Strong self-starter requiring minimal supervision.


• Able to take proactive measures to prevent problems rather than reactive by nature.


• Strong verbal and written communication to effectively express concepts, plans, and proposals.

Security Clearance:

DoD active security clearance may be required at a high-level security. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

Physical Requirements:

Work may involve sitting or standing for extended periods of time. Position may require typing and reading from a computer screen. Must have enough mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner. May include lifting weigh up to thirty (30) pounds, as necessary.

Company Summary:

Headquartered in Hawaii, Galapagos Federal Systems, LLC is a SBA Certified NHO 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 located around the world, our team possesses innovative expertise in the development of a wide range of technology solutions. Galapagos Federal Systems, LLC is an equal opportunity employer.

Our service commitment is simple - "Quality IT Solutions... On Time & On Budget."

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. Positions functions and qualifications may vary depending on business needs.

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.