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Description:

The IT Technical Support Specialist will provide hands-on technical and administrative support to the NAVFAC Marianas Command Information Office (CIO3) in Guam. This position supports the continuous and efficient operation of enterprise IT systems, hardware, software, mobile devices, telecommunications, and helpdesk services.

The successful candidate will provide Tier 1 and Tier 2 technical support, troubleshoot hardware and software issues, support enterprise mobile devices, maintain IT asset records, and coordinate technology requirements between end users and NAVFAC IT teams. The position will also assist with technical documentation, telecommunications coordination, equipment deployment, and day-to-day CIO3 operational support.
 

Essential Duties and Responsibilities

• Provide Tier 1 and Tier 2 helpdesk support via telephone, email, Microsoft Teams, and enterprise ticketing systems.
• Troubleshoot and resolve hardware, software, peripheral, account, and local network connectivity issues.
• Install, configure, upgrade, and support computers, software applications, peripherals, and other end-user technologies.
• Provision, configure, secure, troubleshoot, and maintain enterprise mobile devices through Mobile Device Management (MDM) solutions.
• Support IT asset lifecycle management, including equipment receipt, inventory, tracking, deployment, movement, and disposal coordination.
• Provide telecommunications support for landlines, VoIP services, telephone requests, line drops, and command phone directories.
• Serve as an Information Technology Representative (ITR) and liaison between end users and CIO3 technical teams, escalating complex issues when necessary.
• Create and maintain SOPs, user guides, asset records, technical documentation, reports, and communications regarding outages and IT updates.
• Provide general technical and administrative support to the CIO3 IT Office and assist with other IT-related duties as assigned.

Requirements:

Required Qualifications

• Must be a United States citizen.
• Experience providing IT helpdesk, desktop support, technical support, or IT asset management services.
• Three (3) years of relevant IT helpdesk, technical support, or asset management experience is desired; candidates with less experience may be considered based on relevant experience and certifications.
• Demonstrated knowledge of Mobile Device Management (MDM) and enterprise ticketing systems.
• Experience troubleshooting computer hardware, software, peripherals, and end-user technology.
• Strong verbal and written English communication skills.
• Ability to read and interpret technical documentation, policies, procedures, and manuals.
• Ability to prepare correspondence, reports, and technical documentation and communicate effectively with Government, military, and contractor personnel.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Must meet DoDM 8140.03 foundational qualification requirements for Work Role Code (WRC) 411 – Technical Support Specialist, Intermediate proficiency level.
• Must possess and maintain at least one approved certification prior to onboarding: CompTIA Security+, EC-Council Certified Network Defender (CND), GIAC Foundational Cybersecurity Technologies (GFACT), or GIAC Security Essentials Certification (GSEC).
• Must maintain required certification status and applicable Continuous Professional Development requirements.
• Ability to lift and move IT equipment weighing up to 25 pounds and perform physical activities associated with equipment installation and support.

Preferred Experience

• Experience supporting users in a DoD, Department of the Navy, NAVFAC, Federal Government, or similar enterprise environment.
• Experience providing both Tier 1 and Tier 2 technical support in a high-volume helpdesk environment.
• Hands-on experience with enterprise ticketing systems and ticket lifecycle management.
• Experience provisioning and troubleshooting enterprise mobile devices using MDM technologies.
• Experience managing IT hardware inventories, equipment deployments, property records, and asset lifecycle activities.
• Experience supporting VoIP, landline telecommunications, or Telephone Coordinating Officer activities.
• Experience developing SOPs, technical guides, user communications, reports, and other IT documentation.
• Experience coordinating technical requirements among end users, IT teams, and organizational stakeholders.

Security clearance requirements

• Must possess an active Tier 3 (T3) secret security clearance or be able to obtain an interim T3 clearance prior to onboarding/hiring.
• The required security clearance must be maintained in active and good standing throughout the period of contract performance.
• Personnel must comply with all applicable DoD, Department of the Navy, NAVFAC, and site-specific information security and safeguarding requirements.