IT Technical Support Specialist

• It is 100% Onsite position in Santa Rita, Guam.
  
• Work Type: 100% On-Site / In-Person (Telework is restricted; remote telework is not permitted)
  
• Employment Terms: Full-Time (Up to 40 hours/week, standard business hours; no overtime permitted)
  
• Clearance: Must possess an active Tier 3 (T3) / Secret security clearance (or be able to obtain an interim T3 clearance prior to onboarding) and maintain it throughout employment.
  

• The IT Technical Support Specialist provides comprehensive technical, administrative, and user-support services to the NAVFAC Marianas CIO3 Office. The specialist is responsible for ensuring the continuous, efficient operation of enterprise IT systems, workstation hardware, software applications, mobile devices, and telecommunications.
  
• Serving as a primary liaison between end-users and the CIO3 IT Office, this role delivers Tier 1 and Tier 2 helpdesk support, manages hardware/software asset lifecycles, administers Mobile Device Management (MDM) platforms, and assists with telephone coordination.
  

• Tier 1 (Triage & Basic Support): Serve as the initial point of contact via phone, email, and Microsoft Teams. Log, categorize, prioritize, and track tickets in the enterprise ticket tracking system. Perform basic troubleshooting (password resets, peripheral connections, basic software guidance) and route complex tickets appropriately.
  
• Tier 2 (Advanced Technical Support): Diagnose and resolve complex hardware, software, and localized network connectivity issues. Perform hands-on and remote installation, configuration, and upgrades of operating systems, software, and computer peripherals.
  

• Track and manage the full lifecycle of IT hardware (workstations, monitors, peripherals, Multi-Function Devices [MFDs]) and software licenses from receipt through deployment to final disposal.
  
• Coordinate equipment disposal via the Defense Reutilization and Marketing Office (DRMO).
  
• Maintain complete and accurate asset inventory logs, database entries, and Individual Property Custody Sheets for assigned user equipment.
  

• Deliver complete MDM support: provision, configure, enforce security policies, troubleshoot, and maintain enterprise mobile devices for end-users.
  
• Assist the command''s Telephone Coordinating Officer (TCO) by coordinating, managing, and tracking legacy landlines, Voice over IP (VoIP) systems, telephone line drops, service requests, and command phone directories.
  

• Act as the Information Technology Representative (ITR) and liaison between end-users and the CIO3 IT Office. Gather IT requirements and coordinate equipment deployments.
  
• Draft and disseminate clear user communications regarding system outages, planned maintenance, and new IT capabilities.
  
• Create and update Standard Operating Procedures (SOPs) and end-user reference guides.

Requirements

• Work Experience: Minimum of 3 years of IT Helpdesk, technical support, or asset management experience.
• A formal college degree​
  
• Systems Knowledge: Demonstrated hands-on experience with Mobile Device Management (MDM) software and enterprise ticketing/incident tracking systems.
  
• Software: Demonstrated proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams).
  
• DoD Cyberspace Workforce (CWF) Certification (DoDM 8140.03 WRC 411)
  
• Must possess and maintain at least one (1) of the following approved commercial baseline certifications prior to onboarding:
  

• CompTIA Security+
  
• EC-Council Certified Network Defender (CND)
  
• GIAC Foundational Cybersecurity Technologies (GFACT)
  
• GIAC Security Essentials Certification (GSEC)
  
• (Note: Must complete a minimum of 20 hours annually of Continuous Professional Development [CPD] to maintain active status).
  
  

• Communication & Administrative Skills
  

• Ability to communicate fluently and effectively in English, both orally and in writing.
  
• Demonstrated ability to read and interpret command policies, technical manuals, and directives.
  
• Ability to prepare written correspondence, routine status reports, spreadsheets, and briefings for military personnel, senior civilians, and contract management.
  

• Physical Requirements & Transportation
  

• Ability to perform physical tasks common to IT support: extended standing, walking over rough/uneven surfaces, recurring bending, crouching, stooping, reaching, climbing ladders, and lifting/moving IT equipment up to 25 lbs.
  
• Sufficient vision to identify safety concerns in office and server room environments.
  
• Must utilize a personal or company vehicle for local travel between bases on Guam (mileage and commuting costs are non-reimbursable).