IT Technical Support Specialist

Job Description

Job Description

Job title: IT Technical Support Specialist
Location: Nimitz Hill, Piti, Guam
Work authorization: US Citizen

Role Summary
The IT Technical Support Specialist provides Tier 1 and Tier 2 technical support, helpdesk operations, mobile device management, telecommunications coordination, and asset lifecycle management for NAVFAC Marianas CIO3. The Specialist ensures continuous and efficient operation of enterprise IT systems, hardware, software, and user support services across multiple NAVFAC Marianas locations.

Roles and Responsibilities
Helpdesk Operations & Tier 1/2 Support
•Monitor, triage, and resolve IT support tickets via email, telephone, and Microsoft Teams.
•Receive, log, categorize, and prioritize incoming requests.
•Perform Tier 1 troubleshooting including password resets, peripheral support, and basic software assistance.
•Provide Tier 2 support including advanced hardware/software diagnostics, OS/application installations, configurations, and upgrades.
•Deliver on site technical assistance to end users as required.
Telephone Coordinating Officer (TCO) Support
•Coordinate and track command telecommunications including landlines, VoIP systems, line drops, service requests, and phone number allocations.
•Maintain updated telephone directories and service logs.
Information Technology Representative (ITR) & Command Liaison
•Serve as the command’s ITR and liaison between end users and the CIO3 IT Office.
•Gather IT requirements, coordinate equipment deployments, and escalate complex issues to appropriate support channels.
Mobile Device Management (MDM)
•Provision, configure, secure, troubleshoot, and maintain enterprise mobile devices.
•Ensure compliance with command mobile security policies.
Asset Lifecycle & Database Management
•Track full lifecycle of IT hardware and software licenses from procurement through DRMO disposal.
•Maintain accurate inventory records, custody sheets, and asset movement logs.
Documentation & Technical Communications
•Create and update SOPs, user guides, and technical documentation.
•Draft and distribute communications regarding outages, updates, and new capabilities.
Administrative Support & Process Analysis
•Provide clerical and administrative support to CIO3.
•Review office automation processes and maintain administrative files and records.
Other Duties
•Perform additional IT related tasks as assigned.

Required Qualifications
Mandatory DoDM 8140.03 Certification (WRC 411 – Intermediate Level)
Candidate must possess one of the following active certifications prior to onboarding:
•CompTIA Security+
•EC Council Certified Network Defender (CND)
•GIAC Foundational Cybersecurity Technologies (GFACT)
•GIAC Security Essentials Certification (GSEC)

Experience
•Minimum 3 years of IT helpdesk, technical support, or asset management experience (less acceptable with strong certifications).
•Experience with MDM platforms and enterprise ticketing systems.
•Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook).

Communication & Technical Skills
•Ability to read and interpret command policies, technical documents, and manuals.
•Ability to prepare correspondence, reports, and communicate effectively with government personnel.
•Fluent English communication (oral and written).

Physical Requirements
•Ability to lift and move IT equipment up to 25 lbs.
•Ability to stand, walk, bend, crouch, stoop, reach, and climb ladders.
•Ability to navigate uneven or rocky surfaces at work sites.