DoD Technical Support Specialist

Aalis Management Consulting; Yigo Municipality (GU); On-site; USD 45,000 - 65,000; Full time

Job summary

Aalis Management Consulting is seeking an experienced IT Technical Support Specialist to provide Tier 1 and Tier 2 support to the DoD Facilities Engineering Systems Command. The selected candidate will support end users, enterprise IT systems, hardware, software, mobile devices, telecommunications, IT asset management, and daily IT operations.

The position requires hands-on support at the DoD facilities in Guam.

Qualifications

• Experience using enterprise helpdesk or ticket-management systems.
• Experience supporting Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Teams).
• Strong written and verbal English communication skills.
• Ability to work with Government civilian, military, technical, and management personnel.
• Ability to lift/move IT equipment up to 25 pounds.

Responsibilities

• Receive, document, prioritize, troubleshoot, and resolve Tier 1 and 2 support requests.
• Troubleshoot workstations, peripherals, software, connectivity, and user-access issues.
• Install, configure, and upgrade operating systems, applications, and peripherals.
• Support mobile-device provisioning, configuration, security, troubleshooting, and maintenance.
• Maintain IT hardware inventory and lifecycle records.
• Coordinate equipment deployment, custody documentation, and disposal.
• Coordinate VoIP service requests and maintain telecom records.
• Assist users and liaise between customers and IT support.
• Develop and maintain SOPs, user guides, and technical communications.
• Support routine IT administrative reporting and record keeping.

Skills

Helpdesk

MS Office

English

Customer service

Ticketing system

Job description

Aalis Management Consulting is an 8(a) certified Service-Disabled Veteran-Owned Small Business (SDVOSB) and Economically Disadvantaged Woman-Owned Small Business (EDWOSB) driven by the same principles that guide our armed forces. Founded by a US Army veteran, we take pride in our core values: excellence in reputation, commitment, candor, teamwork, and dependability. Our team delivers stakeholder-focused support in the areas of Acquisition & Procurement Support, (IT) Financial Management, Program Management, and Logistics & Supply Chain Support. Visit us at www.aalismc.com

Proposal: Contingent Upon Award

Title: Technical Support Specialist

Client: Federal Agency

Location: Onsite - Marianas, Guam

Clearance: Tier 3 (T3) or Secret

Security Clearance Statement: This position requires a government security clearance; the applicant must be a U.S. Citizen for consideration.

Number of Position(s): 1

Work Schedule: 8 am - 5 pm

Work Day: Monday - Friday

Position Summary

Aalis Management Consulting is seeking an experienced IT Technical Support Specialist to provide Tier 1 and Tier 2 technical support to the DoD Facilities Engineering Systems Command. The selected candidate will support end users, enterprise IT systems, hardware, software, mobile devices, telecommunications, IT asset management, technical documentation, and daily IT operations. The position requires hands-on support at the DoD facilities in Guam.

Required Qualifications

• Experience using enterprise helpdesk or ticket-management systems.
• Experience supporting Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and Teams.
• Strong written and verbal English communication skills.
• Ability to work effectively with Government civilian, military, technical, and management personnel.
• Ability to perform the physical requirements of the position, including lifting and moving IT equipment up to 25 pounds.

Preferred Qualifications

• 3+ years of IT helpdesk, desktop support, technical support, or IT asset-management experience.
• Previous DoD, Navy, Marine Corps, Air Force, or federal IT support experience.
• Previous experience working on a military installation.
• Mobile Device Management experience.
• IT hardware inventory and asset lifecycle management experience.
• Experience maintaining custody/property records.
• VoIP or telecommunications-support experience.Experience developing SOPs, job aids, user guides, and technical communications.
• Experience working against ticket-resolution SLAs or service-performance metrics.

Key Responsibilities

• Receive, document, prioritize, troubleshoot, and resolve Tier 1 and Tier 2 support requests.
• Troubleshoot workstations, peripherals, software, connectivity, and user-access issues.
• Install, configure, and upgrade operating systems, applications, and computer peripherals.
• Support mobile-device provisioning, configuration, security, troubleshooting, and maintenance.
• Maintain IT hardware inventory and lifecycle records.
• Support equipment deployment, movement, custody documentation, and disposal coordination.
• Coordinate telecommunications and VoIP service requests.
• Maintain telephone and telecommunications records.
• Assist users and serve as a liaison between customers and IT support organizations.
• Develop and maintain SOPs, user guides, technical documentation, and user communications.
• Support routine IT administrative reporting and record keeping.

Aalis Management Consulting is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.