Senior IT Help Desk Lead for DoD Healthcare IT

Galapagos LLC.; Honolulu (HI); On-site; USD 55,000 - 62,000; Full time

Job summary

Galapagos Federal Systems, LLC in Honolulu, Hawaii is seeking a Senior IT Help Desk Representative to support DoD healthcare operations. You will deliver advanced technical support in a large military hospital environment, ensuring reliable hardware, software, and IT systems while collaborating with a skilled team.

The role focuses on troubleshooting, system maintenance, asset deployment, account management, and end-user assistance with security-conscious processes.

Qualifications

• Active Tier III Public Trust clearance or ability to obtain the required background investigation.
• Minimum of 5 years IT support experience, preferably within enterprise, military, or DoD environments.
• Experience installing, configuring, maintaining, and troubleshooting 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.
• Ability to provide technical assistance in a structured, security-conscious environment while following established procedures.

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 Department of Defense (DoD) cybersecurity policies, training requirements, and network access standards.
• Monitor Information Management Division (IMD) cybersecurity training requirements and maintain personnel records within the Army Training and Certification Tracking System (ATCTS).
• 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

Active Tier III Public Trust clearance

5+ years IT support experience

ITSM platforms experience

Network troubleshooting

DoD policies knowledge

Technical documentation

Security-conscious operations

Education

High School Diploma or GED

IAT Level I (DoD 8570/8140) e.g., CompTIA A+ or Security+

Tools

ITSM platforms

Ticketing systems

ATCTS / DoD tracking tools

Job description

Galapagos Federal Systems, LLC in Honolulu, Hawaii is seeking a Senior IT Help Desk Representative to support DoD healthcare operations. You will deliver advanced technical support in a large military hospital environment, ensuring reliable hardware, software, and IT systems while collaborating with a skilled team.

The role focuses on troubleshooting, system maintenance, asset deployment, account management, and end-user assistance with security-conscious processes.