IT Support

Pacific Federal Management•Hagåtña, GU

About The Position

The IT Support Associate provides frontline technical assistance to employees, maintains day-to-day system functionality, and helps ensure the organization’s technology environment operates efficiently and securely. The role supports employees by phone, email, and in person, resolves hardware, software, and network issues, and assists with user accounts, access, and onboarding and offboarding. The position also performs routine maintenance and security checks, documents IT assets, support tickets, system changes, and resolutions, and supports office technology such as network equipment, phones, VoIP systems, and conference room and AV systems. The role is based in Guam and reports to the IT Manager. Standard hours are Monday through Friday, 8:00 a.m. to 5:00 p.m., with occasional flexibility outside regular business hours based on operational requirements. No travel is currently required, although travel may be required in the future based on business needs.

Requirements

1–2 years of experience in an IT support, helpdesk, or technical support role.
Working knowledge of Windows operating systems, Microsoft 365, and basic networking concepts.
Hands-on experience supporting desktops and laptops, printers and scanners, and mobile devices.
Strong troubleshooting, analytical, and problem-solving skills.
Excellent communication skills and a customer-service mindset.
Ability to prioritize tasks, manage multiple support requests, and work independently.
Professionalism, confidentiality, and discretion.
Strong organizational and documentation skills.
Ability to work cross-functionally with HR, Operations, and Management.
Commitment to data security and compliance best practices.
Self-motivated, adaptable, and responsive under pressure.

Nice To Haves

CompTIA A+, Network+, or similar certifications.
Experience with Active Directory or Azure AD.
Experience with Microsoft applications.
Familiarity with VoIP phone systems.
Familiarity with basic network troubleshooting and diagnostics.

Responsibilities

Serve as the first point of contact for employee IT support via phone, email, and in person.
Diagnose and resolve hardware, software, and network-related issues in a timely and professional manner.
Provide technical assistance for desktops, laptops, printers, mobile devices, and office peripherals.
Create, modify, and manage user accounts, system access, and permissions across company platforms.
Support onboarding and offboarding, including device preparation, account provisioning, and access removal.
Perform routine system maintenance, updates, patches, and security checks.
Monitor and report potential vulnerabilities or performance issues.
Maintain accurate documentation of IT assets, support tickets, system changes, and resolved issues.
Support office-wide technology, including network equipment, phones and VoIP systems, and conference room and AV systems.
Assist with implementation and enforcement of IT policies, standards, and best practices.