Senior IT Help Desk Lead for DoD Healthcare IT

Na Oiwi Kane; Honolulu (HI); On-site; USD 55,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, vision

Flexible Spending Accounts

401(k)

PTO

Paid Parental Leave

Military Differential

Tuition reimbursement

Paid federal holidays

Job summary

Galapagos Federal Systems, LLC, based in Hawaii, is hiring a Senior IT Help Desk Representative to support DoD healthcare operations in a large military hospital environment. You will troubleshoot hardware, software, OS, and network issues, configure and maintain devices, manage user accounts, and handle end‑user requests with a focus on security and uptime.

The role requires active DoD clearance eligibility, 5+ years in IT support, and DoD IT policy familiarity.

Qualifications

• Minimum 5 years of IT support experience, preferably within enterprise, military, or DoD environments.
• Demonstrated experience installing, configuring, maintaining, and troubleshooting computer hardware, operating systems, software, and peripherals.
• Experience utilizing IT service management (ITSM) platforms and ticketing systems to document, track, and resolve technical issues.
• Knowledge of network account administration, user access management, and basic network troubleshooting.
• Familiarity with DoD IT policies, cybersecurity awareness requirements, and regulatory compliance standards.
• Experience maintaining technical documentation, tracking service requests, and supporting end‑user technology needs.

Responsibilities

• Provide technical support for daily IT operations within a military healthcare environment, coordinating with the Site Manager, Workflow Manager, and senior technical personnel.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, and network connectivity issues to minimize downtime.
• Install, configure, maintain, and support computers, printers, scanners, peripherals, and approved software applications.
• Manage user accounts, including account creation, modifications, access troubleshooting, and annual training system requirements.
• Respond to technical support requests via phone, email, and on‑site assistance, ensuring timely and professional resolution.
• Document, track, prioritize, and resolve service requests using designated IT ticketing systems, escalating complex issues as necessary.
• Monitor system error messages, perform corrective actions, and assist with software testing, updates, and system modifications.
• Perform routine preventive maintenance and ensure equipment, supplies, and peripherals remain operational.
• Maintain accurate technical documentation, troubleshooting procedures, and end‑user self‑service resources.
• Track user compliance with DoD cybersecurity policies, training requirements, and network access standards.
• Coordinate with other DoD facilities to update user accounts and system access related to PCS, deployments, and TDY assignments.
• Conduct customer satisfaction follow‑ups, monitor outstanding issues, and ensure service quality and continuity.
• Prepare operational reports, maintain support statistics, and provide updates to management as required.
• Perform additional duties as assigned while maintaining regular and reliable attendance.

Skills

Tier III clearance

5+ years IT support

Hardware/OS/Peripherals

ITSM platforms

Network account administration

DoD cybersecurity policies

Technical documentation

Structured security environment

Education

High School Diploma or GED

IAT Level I (DoD 8570/8140)

Job description

Galapagos Federal Systems, LLC, based in Hawaii, is hiring a Senior IT Help Desk Representative to support DoD healthcare operations in a large military hospital environment. You will troubleshoot hardware, software, OS, and network issues, configure and maintain devices, manage user accounts, and handle end‑user requests with a focus on security and uptime.

The role requires active DoD clearance eligibility, 5+ years in IT support, and DoD IT policy familiarity.