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Job Title: Technical Support Specialist
Employment Type: Full-Time – Up to 40 hours per week
Employment Status: Contingent Upon Contract Award
Customer Agency: Naval Facilities Engineering Systems Command (NAVFAC) Marianas – Command Information Office (CIO3 Office)

Work Location: On-Site

Place of Performance:

• Naval Facilities Engineering Systems Command (NAVFAC) Marianas facilities:
• • Building 205, Halsey Drive, Nimitz Hill, Piti, Guam 96915.
  • Building 3179, Sumay Drive, Naval Base Guam, Santa Rita, Guam 96915.
• Additional Government facilities as required:
• • Marine Corps Base Camp Blaz, Guam.
  • Andersen Air Force Base, Guam.

Position Overview

The Technical Support Specialist will provide Information Technology (IT) technical and administrative support to the Naval Facilities Engineering Systems Command (NAVFAC) Marianas Command Information Office (CIO3 Office). The position supports daily enterprise IT operations by delivering Tier 1 and Tier 2 helpdesk services, managing IT assets, supporting Mobile Device Management (MDM), coordinating telecommunications activities, and maintaining technical documentation.

The successful candidate will support reliable and efficient IT service delivery throughout the Marianas Area of Responsibility (AOR) by troubleshooting hardware and software issues, resolving user support requests, maintaining enterprise IT assets, supporting mobile device operations, and assisting with command IT processes.

This position requires experience supporting enterprise IT environments, helpdesk operations, ticket management systems, Windows operating systems, Microsoft Office applications, hardware and software troubleshooting, asset lifecycle management, and technical documentation.

The Technical Support Specialist will work independently under contractor management while supporting NAVFAC Marianas operations in accordance with the Performance Work Statement (PWS) and Performance Assessment Plan (PAP).

Essential Duties and Responsibilities

• Provide Tier 1 and Tier 2 technical support to Government users through multiple support channels, including:
• • Email.
  • Telephone.
  • Microsoft Teams.
  • Enterprise ticket tracking systems.
• Monitor, evaluate, document, and resolve user support requests within approved enterprise ticketing systems.
• Perform installation, configuration, troubleshooting, and maintenance activities for:
• • Desktop and laptop computers.
  • Computer peripherals.
  • Operating systems.
  • Software applications.
  • End-user computing equipment.
• Provide on-site and remote technical support to users across NAVFAC Marianas facilities.
• Diagnose and resolve hardware, software, connectivity, and user access issues.
• Support Mobile Device Management (MDM) operations, including:
• • Provisioning enterprise mobile devices.
  • Configuring device security settings.
  • Troubleshooting mobile device issues.
  • Maintaining device compliance.
  • Supporting mobile device lifecycle activities.
• Support IT asset lifecycle management activities, including:
• • Procurement coordination.
  • Asset receipt and inventory.
  • Equipment deployment.
  • Asset tracking.
  • Equipment relocation.
  • Disposal coordination.
• Maintain accurate IT asset records, custody documentation, and inventory databases.
• Coordinate equipment disposition activities through the Defense Reutilization and Marketing Office (DRMO).
• Support telecommunications operations, including:
• • Voice over IP (VoIP) systems.
  • Legacy telephone systems.
  • Telephone service requests.
  • Telephone directories.
• Provide technical support to the Telephone Coordinating Officer (TCO) for telecommunications-related activities.
• Serve as an Information Technology Representative (ITR) and technical liaison between:
• • End users.
  • NAVFAC Marianas CIO3 Office.
  • Government representatives.
  • Contractor management.
• Develop, update, and maintain technical documentation, including:
• • Standard Operating Procedures (SOPs).
  • User reference guides.
  • Technical manuals.
  • IT communications.
  • Process documentation.
• Provide administrative IT support, including:
• • Office records management.
  • Data entry.
  • Documentation updates.
  • Office automation process reviews.
• Support equipment deployment activities and coordinate IT support requirements.
• Perform process analysis and recommend improvements to IT support procedures and workflows.
• Perform additional IT support duties as assigned by the Government or contractor management.

Required Qualifications

• Minimum three (3) years of experience performing:
• • IT helpdesk support.
  • Technical support.
  • IT asset management.
  • End-user computing support.
• Candidates with less than three (3) years of experience may be considered based on:
• • Relevant technical experience.
  • Industry certifications.
  • Demonstrated technical proficiency.
• Demonstrated experience supporting:
• • Tier 1 technical support operations.
  • Tier 2 technical support operations.
  • Enterprise ticket tracking systems.
  • User support environments.
• Demonstrated knowledge and experience with Mobile Device Management (MDM) solutions.
• Ability to communicate effectively in English, both verbally and in writing.
• Ability to read, interpret, and apply:
• • Command policies.
  • Technical documentation.
  • Equipment manuals.
  • Standard operating procedures.
• Demonstrated ability to prepare:
• • Technical correspondence.
  • Written reports.
  • User communications.
  • Technical documentation.
• Ability to communicate effectively with:
• • Government senior civilians.
  • Military personnel.
  • Client representatives.
  • Contractor management.
• Experience using Microsoft Office applications, including:
• • Microsoft Word.
  • Microsoft Excel.
  • Microsoft PowerPoint.
  • Microsoft Outlook.
• Experience troubleshooting and supporting:
• • Windows operating systems.
  • Hardware components.
  • Software applications.
  • Peripheral devices.
• Ability to independently manage multiple technical support tasks while maintaining service quality.

Preferred Qualifications

• Experience supporting Department of Defense (DoD), military, or Federal Government IT environments.
• Experience supporting Navy, NAVFAC, or military installation IT operations.
• Experience with enterprise helpdesk and IT service management environments.
• Experience supporting:
• • IT asset lifecycle management.
  • Inventory management systems.
  • Hardware deployment processes.
  • Equipment tracking systems.
• Experience with Mobile Device Management (MDM) platforms.
• Experience supporting telecommunications environments, including:
• • VoIP systems.
  • Legacy telephone systems.
  • Telephone coordination activities.
• Experience developing and maintaining:
• • Standard Operating Procedures (SOPs).
  • User guides.
  • Knowledge base articles.
  • Technical documentation.
• Experience supporting Common Access Card (CAC)-enabled DoD environments.
• Demonstrated ability to prioritize and manage multiple IT support requirements in a mission-focused environment.

Technical Skills and Tools

• IT Helpdesk Operations.
• Tier 1 Technical Support.
• Tier 2 Technical Support.
• Enterprise Ticket Tracking Systems.
• Microsoft Teams.
• Microsoft Office Suite:
• • Word.
  • Excel.
  • PowerPoint.
  • Outlook.
• Windows Operating System Installation and Configuration.
• Hardware and Software Troubleshooting.
• Remote Technical Support.
• On-Site Technical Support.
• Mobile Device Management (MDM).
• IT Asset Lifecycle Management.
• IT Asset Inventory Management.
• Defense Reutilization and Marketing Office (DRMO) Coordination.
• Voice over IP (VoIP) Systems.
• Legacy Telephone Systems.
• Telephone Coordinating Officer (TCO) Support.
• Information Technology Representative (ITR) Support.
• Technical Documentation.
• Standard Operating Procedures (SOPs).
• User Reference Guides.
• Equipment Deployment Coordination.
• Administrative Support.
• Process Analysis.
• Data Entry.
• Records Management.

Education Requirements

• No minimum education requirement is established for this position.
• Candidates must satisfy all mandatory:
• • Experience requirements.
  • Certification requirements.
  • Citizenship requirements.
  • Security clearance requirements.
  • Technical qualification requirements.

Required Certifications

Candidates must possess and maintain at least one (1) approved cybersecurity certification prior to onboarding.

Acceptable Certifications Include:

• CompTIA Security+.
• EC-Council Certified Network Defender (CND).
• GIAC Foundational Cybersecurity Technologies (GFACT).
• GIAC Security Essentials Certification (GSEC).

Additional Certification Requirements:

• Certifications aligned with higher proficiency levels may satisfy lower-level certification requirements.
• Certifications must remain active and in good standing throughout contract performance.
• Personnel must complete:
• • Minimum twenty (20) hours of Continuous Professional Development (CPD) annually; or
  • The minimum requirement established by the certification provider, whichever is greater.

Security Clearance Requirements

• Must possess an active Tier 3 (T3) Security Clearance or be eligible to obtain an interim Tier 3 (T3) Security Clearance prior to onboarding.
• Must maintain the required security clearance throughout contract performance.
• Must comply with all Department of Defense (DoD) security requirements.
• Must safeguard:
• • Controlled Unclassified Information (CUI).
  • Procurement-sensitive information.
  • Privacy Act information.
  • Government systems.
  • Government work products.

Work Authorization Requirements

• Must be a United States Citizen.
• Must obtain legal entry authorization to Naval Base Guam prior to commencing work.
• Must successfully complete required:
• • Background checks.
  • Base access registration.
  • Government security requirements.
• Must be eligible for issuance of a Common Access Card (CAC) for:
• • Physical access.
  • Logical access to DoD information systems.

Physical Requirements

• Ability to perform IT support activities requiring occasional physical movement of equipment throughout Government facilities.
• Must be capable of:
• • Standing for extended periods.
  • Walking over uneven surfaces.
  • Bending, crouching, stooping, and reaching.
  • Climbing ladders.
  • Lifting and moving IT equipment weighing up to 25 pounds.
• Ability to perform on-site installation, troubleshooting, and maintenance activities.

Operational Requirements

• Work schedule is up to forty (40) hours per week during normal business hours:
• • Monday through Friday.
  • Excluding Federal holidays.
• Position requires full-time on-site performance at NAVFAC Marianas facilities.
• Remote telework is not authorized except:
• • Situational telework.
  • Emergency telework.
  • Prior approval by the Contracting Officer’s Representative (COR).
• Work may be performed at:
• • NAVFAC Marianas Building 205.
  • Naval Base Guam Building 3179.
  • Marine Corps Base Camp Blaz.
  • Andersen Air Force Base.
• Overtime is not authorized under this contract.
• Travel is not authorized under this contract.
• Personnel must perform duties independently under contractor management in accordance with:
• • Performance Work Statement (PWS).
  • Performance Assessment Plan (PAP).
• Personnel must comply with all Government:
• • Security requirements.
  • Badge requirements.
  • Email requirements.
  • Information safeguarding policies.