IT Support Specialist

Job Description

Job Description

About the role
Provide on-site IT technical and administrative support to the NAVFAC Marianas Command Information Office (CIO3). You are the command’s first-line helpdesk, on-site technician, asset/MDM tracker, and IT liaison. The work keeps enterprise systems, hardware, software, telecom, and mobile devices running for users across the Marianas AOR.

Essential duties

• Run Tier 1/2 helpdesk via email, phone, and Microsoft Teams; log, triage, prioritize, and close tickets in the command’s enterprise ticketing system.
• Tier 1: password resets, peripherals, basic software support, routing of unresolved tickets.
• Tier 2: diagnose and fix hardware, software, and local network issues; install, configure, and upgrade OS, applications, and peripherals; provide hands-on and remote support.
• Support the Telephone Coordinating Officer (TCO): landlines, VoIP, line drops, service requests, number allocation, and directories.
• Serve as Information Technology Representative (ITR) / command liaison: gather IT requirements, coordinate deployments, escalate complex issues.
• Full Mobile Device Management (MDM): provision, configure, enforce security, troubleshoot, and maintain enterprise mobile devices.
• Manage IT asset lifecycle (workstations, peripherals, MFDs, software licenses) from receipt through movement, custody sheets, inventory, and DRMO disposal coordination.
• Write and maintain SOPs, user guides, and user notices for outages, updates, and new capabilities.
• Provide clerical/admin support to CIO3: files, office automation, status reports, and briefings.
• Perform other IT-related duties as assigned.

Required qualifications

• U.S. citizen.
• Active Secret clearance,
• Current DoD Cyberspace Workforce qualification for Work Role 411 – Technical Support Specialist, Intermediate , with at least one of:
  • CompTIA Security+ 
  • EC-Council Certified Network Defender (CND) 
  • GIAC GFACT
  • GIAC GSEC
  • Higher-level qualifying certs are acceptable. Must stay current and complete at least 20 hours of CPD per year (or the cert’s own CE requirement, whichever is greater).
• Demonstrated helpdesk / technical support and asset-management experience (about 3 years preferred; less acceptable if certs and relevant work are strong).
• Hands-on MDM and enterprise ticketing experience.
• Fluent spoken and written English; able to work with senior civilians and military personnel.
• Strong Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams).
• Able to read and apply command policy, technical manuals, and SOPs.

Physical / work environment
Primarily office and server-room work, plus on-site user support. Must be able to stand for long periods; walk on uneven surfaces; bend, crouch, stoop, reach; climb ladders; and lift/move IT equipment up to 25 lbs. Sufficient vision to identify safety issues. Work is CUI; no remote work as the normal mode.