Senior IT Help Desk Representative

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

Overview

Job Summary

Galapagos Federal Systems LLC is seeking a highly qualified and motivated Senior IT Help Desk Representative to join our team. This position offers an excellent opportunity to support critical Department of Defense (DoD) healthcare operations while collaborating with a highly skilled team dedicated to mission success.

The Senior IT Help Desk Representative will provide advanced technical support within a large military hospital environment, ensuring the reliability, functionality, and security of computer hardware, software, and IT systems. Key responsibilities include troubleshooting technical issues, performing system maintenance, deploying and configuring equipment, and resolving end-user support requests to maintain operational efficiency and minimize downtime.

Key Responsibilities

The Senior IT Help Desk Representative will:

• 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 Permanent Change of Station (PCS), deployments, and Temporary Duty (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

Requirements

Skills and Experience

The Senior IT Help Desk Representative must have:

• Active Tier III Public Trust clearance or the ability to obtain the required background investigation and eligibility determination
• Minimum of 5 years of relevant 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
• Ability to provide technical assistance in a structured, security-conscious environment while following established procedures

Education and Certifications

The Senior IT Help Desk Representative must meet the following:

Required

• High School Diploma or GED
• IAT Level I certification in accordance with DoD 8570/8140 requirements (e.g., CompTIA A+ or Security+)

Benefits

• Medical, dental, vision, disability, and life insurance
• Flexible Spending Accounts
• 401(k)
• PTO
• Paid Parental Leave
• Military Differential
• 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 & 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 (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.

The final salary offered within the posted range will be based on the candidate’s qualifications, experience, skills, education, and other job-related factors.

Posted Salary Range

USD $55,000.00 - USD $62,000.00 /Yr.