Tier 1 Administrative - IT Technical Support Specialist

Knowledge Management, Inc. • Hågat Municipality, GU

5d • $45,000 - $50,000 • Onsite

About The Position

Knowledge Management, Inc. is seeking an Administrative IT Technical Support Specialist to provide on-site Tier 1 and Tier 2 technical support to NAVFAC Marianas Command Information Office (CIO3). The role supports end users across the Marianas Area of Responsibility and assists with helpdesk operations, IT asset management, mobile device management, telecommunications, and general IT operations. The position is based in Santa Rita, Guam, and may involve travel between designated NAVFAC locations throughout Guam. Remote work is generally not authorized except in approved situational or emergency circumstances.

The specialist provides technical and administrative support to government users, maintains accurate IT records, coordinates equipment deployments, and escalates complex issues. The role requires a customer-focused professional who can manage competing priorities and work directly with military personnel, government civilians, and contractor personnel.

Requirements

• U.S. citizenship.
• Active Tier 3 (T3) security clearance or ability to obtain an interim T3 clearance prior to onboarding.
• Experience with enterprise ticketing systems and Mobile Device Management (MDM).
• Strong troubleshooting, communication, customer service, and organizational skills.
• Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, and Teams.
• Ability to prepare technical documentation, reports, and correspondence.
• Ability to work independently and interact professionally with military personnel, government civilians, and contractor personnel.
• Ability to work on-site and occasionally travel between designated NAVFAC locations in Guam.
• Possess one of the following approved certifications prior to onboarding: CompTIA Security+, EC-Council Certified Network Defender (CND), GIAC GFACT, or GIAC GSEC.
• Maintain the required certification in accordance with applicable requirements.

Nice To Haves

• Three years of IT helpdesk, technical support, or IT asset management experience (listed as preferred).
• Customer-focused approach and comfort troubleshooting technical issues, managing competing priorities, maintaining accurate records, and working directly with government users in a mission-focused environment.

Responsibilities

• Provide Tier 1 and Tier 2 helpdesk and technical support via phone, email, Microsoft Teams, and in person.
• Troubleshoot hardware, software, peripherals, operating systems, and local network issues.
• Install, configure, upgrade, and maintain IT equipment and applications.
• Provision and troubleshoot enterprise mobile devices using Mobile Device Management (MDM) tools.
• Maintain accurate IT hardware, software, inventory, licensing, and asset lifecycle records.
• Support telecommunications, including VoIP, landlines, phone allocations, and service requests.
• Serve as a liaison between end users and CIO3, coordinate equipment deployments, and escalate complex issues.
• Develop and maintain SOPs, user guides, reports, spreadsheets, and technical communications.
• Provide administrative and operational support as needed.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed