Technical Support Specialist

Job Description

Job Description

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location : Building 205, Halsey Drive, Nimitz Hill, Piti, Guam 96915

Position Overview:
We are seeking a hands-on Technical Support Specialist to support client.  You will help keep enterprise IT services running by resolving Tier 1 and Tier 2 issues, supporting mobile devices and telecommunications, maintaining accurate asset records, and serving as a trusted liaison between users and internal IT teams. This role is ideal for a service-minded IT professional who communicates clearly, works accurately, and is comfortable providing support across multiple military installations in Guam.

Job Description:

• Monitor, triage, document, and resolve helpdesk requests received through email, telephone, Microsoft Teams, and the enterprise ticketing system.
• Provide Tier 1 support, including password resets, peripheral connections, basic software guidance, ticket categorization, prioritization, and escalation.
• Provide Tier 2 support for hardware, software, operating-system, peripheral, and localized network-connectivity issues, both remotely and in person.
• Install, configure, upgrade, and troubleshoot operating systems, applications, workstations, peripherals, and multi-function devices.
• Provision, configure, secure, troubleshoot, and maintain enterprise mobile devices through Mobile Device Management (MDM) tools.
• Support telecommunications coordination, including legacy landlines, VoIP, telephone line drops, service requests, and telephone directories.
• Serve as an Information Technology Representative and liaison: gather requirements, coordinate equipment deployments, resolve conflicts with internal teams, and escalate complex issues.
• Track IT assets and software licenses throughout procurement, receipt, assignment, movement, deployment, inventory, and disposal; maintain accurate custody and lifecycle records.
• Create and maintain SOPs, user guides, outage notices, planned-update communications, spreadsheets, status reports, and briefings.
• Provide administrative support to CIO3, including records management, office-automation process review, and other IT-related duties as assigned.

 
Required Qualifications  

• Must be a US Citizen
• Must hold Secret Clearance
• At least one current qualifying certification: CompTIA Security+, EC-Council Certified Network Defender (CND), GIAC Foundational Cybersecurity Technologies (GFACT), or GIAC Security Essentials Certification (GSEC). A qualifying higher-level certification is also acceptable.
• Three or more years of IT helpdesk, technical support, or IT asset-management experience
• Experience supporting enterprise users in a government, defense, or similarly regulated environment.
• Experience managing IT inventory, property-custody records, software licenses, VoIP/landline requests, and mobile-device provisioning.
• Hands-on knowledge of Mobile Device Management and enterprise ticketing systems.
• Fluent, effective English communication skills, both written and verbal.
• Ability to interpret command policies, technical documents, and manuals and to prepare professional correspondence and reports.
• Proficiency with Microsoft Office, including Word, Excel, PowerPoint, Outlook, and Teams.
• Ability to work effectively with military personnel, government civilians, client representatives, and contract management while safeguarding Controlled Unclassified Information and other sensitive data.