Technical Support Specialist – NAVFAC Marianas (Guam)
About The Position
Seeking a customer-focused Technical Support Specialist to provide IT technical and administrative support to the NAVFAC CIO3 Office within the Marianas Area of Responsibility (AOR). This role ensures continuous and efficient operation of enterprise IT systems, hardware, software, and helpdesk services. This is a non-personal services contract position. The contractor employee reports directly to the Prime Contractor for HR, disciplinary, and administrative matters, while receiving work direction from the NAVFAC CIO3 Office and the Contracting Officer's Representative (COR). This is an in-person, on-site position. Remote telework is not allowed.
Requirements
- U.S. Citizenship required
- Active Tier 3 (T3) or ability to obtain interim T3 prior to onboarding
- Must possess and maintain at least one (1) prior to onboarding: CompTIA Security+, EC-Council Certified Network Defender (CND), GIAC Foundational Cybersecurity Technologies (GFACT), or GIAC Security Essentials Certification (GSEC)
- Minimum 20 hours annually of Continuous Professional Development, or the minimum required to maintain certification, whichever is greater
- Demonstrated experience with Mobile Device Management and enterprise ticketing systems
- Fluent in written and verbal English
- Proficient in Word, Excel, PowerPoint, Outlook, Teams
- Capable of long periods of standing, walking, bending, crouching, stooping, reaching, climbing ladders, and lifting/moving IT equipment up to 25 lbs
- Must obtain legal entry authorization to Naval Base Guam prior to commencing work
- Must be issued a Common Access Card (CAC)
- Must comply with all DoD security regulations and safeguard Controlled Unclassified Information (CUI)
- Must pass background checks and base access control registration
Nice To Haves
- Minimum three (3) years of IT Helpdesk, technical support, or asset management experience desired; less acceptable with relevant experience and certifications
Responsibilities
- Provide helpdesk services via email, telephone, and Microsoft Teams; monitor, triage, and resolve tickets in the Enterprise ticket tracking system
- Serve as initial point of contact for technical assistance; log, categorize, and prioritize requests; perform basic troubleshooting and route unresolved tickets
- Diagnose and resolve complex hardware, software, and network connectivity issues; install, configure, and upgrade systems, software, and peripherals
- Provide on-site technical assistance to end-users
- Support the command's Telephone Coordinating Officer (TCO) with telecommunications coordination, management, and tracking
- Act as ITR and technical liaison between end-users and the CIO3 IT Office; gather requirements and coordinate equipment deployments
- Provide Mobile Device Management (MDM) support, including provisioning, configuration, security enforcement, and troubleshooting
- Manage IT asset lifecycle from procurement through disposal via DRMO; maintain accurate records and logs
- Create and maintain technical documentation (SOPs, user guides) and draft user communications regarding outages and updates
- Provide clerical and administrative assistance to the CIO3 IT Office
- Perform other IT-related duties as assigned
Benefits
- Equal Opportunity Employer
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
