Help Desk Technician L2 - Galapagos, LLC

Job Title: Help Desk Technician L2 -4783

Job Location: Scott Air Force Base IL 62225

Job Summary

Galapagos Federal Systems LLC is seeking an enthusiastic and highly qualified individual to join our team as a Level Two Help Desk Technician. We are looking for a dedicated professional to become part of our diverse team, providing exceptional support to our clients.

As a Level Two Help Desk Technician, your primary responsibility will be to deliver Tier 1 support. This includes performing password resets, establishing new accounts, managing customer account features and access permissions, handling file and print permissions, and identifying technical interface and system-level issues. You will also be responsible for logging service requests, filtering, and routing requests to the appropriate experts. Additionally, you will contribute to our shared knowledge base, documenting problem resolutions and service request solutions.

The ideal candidate will be a proactive problem-solver with excellent communication skills and a commitment to delivering top-notch customer service. You will be an essential part of our support team, ensuring that our clients receive timely and effective solutions to their technical issues.



Skills / Experience Required

• Secret Clearance
• 6 years of experience/education IT support/help desk functions
• Experience with Remedy and/or ServiceNow ticketing system preferred
• Provide Tier 1 support for password resets, new account setups, and customer account features
• Manage accounts access, file, print, and access permissions
• Identify and troubleshoot technical interface and system-level issues
• Log service requests and route them to the appropriate experts
• Contribute to the knowledge base with documented problem resolutions and service request solutions

Education / Certifications

• 6 years of experience/education within IT support/help desk experience
• Minimum high school diploma
• Minimum DoD 8570 IAT I compliance (Please reference https://public.cyber.mil/wid/dod8140/dod-approved-8570-baseline-certifications/ )

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 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 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 (includ