JD_Technical Support Specialist - SME

Job Description: Technical Support Specialist - SME Onsite Location: Santa Rita, Guam. Position Type: Contract Position Duration: 12 Months Task 1: Helpdesk Operations & Tier 1/2/3 Support: Serve as the primary point of contact for technical assistance via email, phone, and Microsoft Teams. Log, triage, categorize, and prioritize incoming issues in the enterprise Support Tracking System. Perform Tier 1 troubleshooting (password resets, Common Access Card [CAC] access, peripheral hookups, software navigation). Execute Tier 2 & Tier-3 advanced diagnostics, physical/remote installation, OS patching (ONE-Net Windows 11), MS 365/Teams support, and on-site hardware troubleshooting across primary and secondary command sites. Task 2: Telephone Coordinating Officer (TCO) Support: Support the command's designated TCO in coordinating and tracking legacy landlines, Voice over IP (VoIP) endpoints, physical line drops, service requests, and command phone directory updates. Task 3: Information Technology Representative (ITR) & Command Liaison: Act as technical liaison between command end-users and the CIO3 IT Office. Gather command IT requirements, coordinate hardware deploy rollouts, and escalates complex technical incidents. Task 4: Mobile Device Management (MDM): Deliver full-lifecycle MDM support using Microsoft Intune , including provisioning, automated profile configuration, continuous security policy enforcement, remote troubleshooting, and device wiping. Task 5: Asset Lifecycle & Database Management: Manage full lifecycle tracking for 600 workstations/laptops, peripherals, and Multi-Function Devices (MFDs). Maintain continuous asset inventory database entries, process Individual Property Custody Sheets, and coordinate hardware turn-ins through the Defense Reutilization and Marketing Office (DRMO). Task 6: Documentation & Technical Communications: Author, update, and maintain Standard Operating Procedures (SOPs), technical user guides, and command-wide notices regarding system outages or planned IT maintenance. Task 7: Administrative Support & Process Analysis: Provide clerical backing to the CIO3 IT Office, review office automation workflows, manage administrative files, and compile daily status metrics. Task 8: Auxiliary IT Support: Execute additional ad-hoc IT technical and administrative duties as assigned by the Customer during standard business hours. Minimum Experience, Skills, Certifications, & Clearance Citizenship & Clearance: Must be a U.S. Citizen with an active Tier 3 (T3) Secret Clearance adjudicated in DISS. Cyberspace Workforce (CWF) Qualification: DoDM 8140.03 Work Role Code (WRC) 411 (Technical Support Specialist) Intermediate Level. Must hold active CompTIA Security+ (or CND, GFACT, GSEC) prior to onboarding and complete 20+ annual Continuous Professional Development (CPD) hours. Required Experience: Minimum of 3+ years of progressive IT Helpdesk, technical support, mobile device management (Intune), and asset tracking experience. Technical & Physical Skills: Demonstrated proficiency in ONE-Net Windows 11 OS, Microsoft 365, Teams, Intune MDM, and enterprise ticketing systems (Support Tracking System). Ability to perform physical exertion common to IT support, including lifting/moving equipment up to 25 lbs, climbing ladders, and crouching. Fluent English oral and written communication skills to author technical SOPs and correspond with senior military/civilian leadership. #J-18808-Ljbffr Project Manager USA, Inc.(DBA PM America)