Technical Support Specialist – NAVFAC Marianas

Sandy Mac Evolution•Santa Rita, GU

3d•Onsite

About The Position

Sandy Mac Evolution LLC is seeking a qualified Technical Support Specialist to provide Information Technology technical and administrative support to the Naval Facilities Engineering Systems Command (NAVFAC) Marianas Command Information Office (CIO) in Guam. The Technical Support Specialist will support the continuous and efficient operation of enterprise IT systems, hardware, software, mobile devices, telecommunications, IT assets, and help desk services throughout the NAVFAC Marianas Area of Responsibility.

Requirements

Must be a United States citizen.
Must possess an active security clearance or be able to obtain the required clearance prior to onboarding/hiring.
Must meet DoD Manual 8140.03 qualification requirements for: Work Role Code (WRC) 411 – Technical Support Specialist Intermediate proficiency level
Must possess and maintain at least one qualifying certification prior to onboarding: CompTIA Security+ EC-Council Certified Network Defender (CND) GIAC Foundational Cybersecurity Technologies (GFACT) GIAC Security Essentials Certification (GSEC)
An approved higher-level certification may also satisfy the requirement.
Demonstrated experience with Mobile Device Management (MDM).
Demonstrated experience using enterprise IT ticketing systems.
Proficiency with Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.
Strong written and verbal communication skills.
Ability to read and interpret technical documentation, policies, procedures, and manuals.
Ability to communicate effectively with military personnel, Government civilians, technical teams, and contractor personnel.

Nice To Haves

Approximately 3 years of experience in IT help desk support, technical support, desktop support, or IT asset management is desired.
Candidates with less than three years of experience may still be considered based on relevant technical experience and certifications.

Responsibilities

Provide Tier 1 and Tier 2 technical support through email, telephone, Microsoft Teams, and enterprise ticketing systems.
Receive, document, categorize, prioritize, troubleshoot, and resolve end-user support requests.
Perform password resets, peripheral troubleshooting, software navigation support, and basic user assistance.
Diagnose and resolve hardware, software, operating system, peripheral, and localized network connectivity issues.
Install, configure, maintain, and upgrade operating systems, software applications, computers, and associated peripherals.
Provide physical and on-site technical assistance to NAVFAC personnel.
Support telecommunications activities involving landlines, Voice over IP (VoIP), telephone service requests, line drops, phone allocations, and telephone directories.
Serve as an IT liaison between users and the NAVFAC CIO IT organization.
Coordinate IT equipment deployments and escalate complex technical issues when required.
Support Mobile Device Management (MDM), including provisioning, configuration, security enforcement, troubleshooting, and maintenance of enterprise mobile devices.
Maintain IT asset inventories and lifecycle records for workstations, peripherals, multifunction devices, software licenses, and other equipment.
Support equipment receipt, movement, deployment, accountability, and disposal coordination.
Develop and maintain Standard Operating Procedures, user guides, technical documentation, and end-user communications.
Prepare correspondence, spreadsheets, reports, presentations, and other administrative and technical documentation.
Provide general administrative support to NAVFAC CIO IT operations.
Perform other IT-related duties as assigned.