Help Desk Technician

Kmrg,-LLC; Guam; On-site; USD 44,000 - 65,000; Full time

Job summary

KMRG, LLC is hiring a Help Desk Technician to support NAVFAC Marianas in Guam. You will provide Tier 1 and Tier 2 support, troubleshoot hardware and software, support mobile devices, and manage IT assets across facilities. The role emphasizes on-site operations and collaboration with the CIO3 IT Office.

Required experience in IT helpdesk, asset management, and enterprise ticketing, plus at least one DoD 8140 certification and ongoing CPD to maintain credentials.

Qualifications

• Experience in IT helpdesk, technical support, desktop support, or IT asset management.
• Troubleshoot computer hardware, software, peripherals, and localized network issues.
• Experience with enterprise helpdesk or ticketing systems.
• Experience supporting or administering mobile devices through Mobile Device Management.
• Experience tracking IT assets, equipment, inventory, or lifecycle activities.
• Proficiency with Word, Excel, PowerPoint, Outlook, and Teams.
• Must possess at least one qualifying DoD 8140 certification.
• Must maintain required certification with 20 hours of CPD annually.

Responsibilities

• Provide Tier 1 and Tier 2 helpdesk support by email, phone, Teams, and the ticketing system.
• Log, categorize, prioritize, and route incoming support requests.
• Perform basic troubleshooting: password resets, peripheral connections, software navigation.
• Diagnose and resolve hardware, software, OS, and network issues.
• Install, configure, and upgrade operating systems and software.
• Provide hands-on and remote technical assistance as required.
• Escalate complex issues and track to resolution.

Skills

IT helpdesk

Troubleshooting

Mobile Device Mgmt

Asset management

MS Office

Communication skills

DoD 8140 cert

Tier 3 clearance

Tools

Ticketing system

MS Office suite

Job description

Title: Help Desk Technician

Location: Guam

Schedule: Full Time, Monday-Friday, up to 40 hours per week

Salary: $44,000-$65,000 annually

KMRG, LLC (KMRG) is a federal services company that hires talented professionals to support Government agencies and the communities they serve. We are hiring a Help Desk Technician to support the Naval Facilities Engineering Systems Command Marianas (NAVFAC Marianas) Command Information Office in Guam.

In this role, you will provide hands‑on Tier 1 and Tier 2 technical support, troubleshoot hardware and software issues, support mobile devices and telecommunications, maintain IT equipment and asset records, and assist users across NAVFAC Marianas facilities.

RESPONSIBILITIES

Helpdesk & Technical Support

• Provide Tier 1 and Tier 2 helpdesk support by email, telephone, Microsoft Teams, and the command ticketing system
• Receive, log, categorize, prioritize, and route incoming technical support requests
• Perform basic troubleshooting, including password resets, peripheral connections, and software‑navigation support
• Diagnose and resolve hardware, software, operating‑system, application, peripheral, and localized network issues
• Install, configure, and upgrade operating systems, software applications, and computer peripherals
• Provide hands‑on and remote technical assistance to end users as required
• Escalate complex issues to the appropriate support teams and track them through resolution

Mobile Devices, Telecommunications & IT Assets

• Provision, configure, secure, troubleshoot, and maintain enterprise mobile devices through Mobile Device Management
• Support command telecommunications, including landlines, Voice over IP, line drops, service requests, and phone‑number directories
• Coordinate IT equipment deployments and serve as a liaison between users and the CIO3 IT Office
• Track IT hardware and software assets from procurement and receipt through movement, deployment, and disposal
• Maintain accurate asset inventories, equipment records, software‑license information, and Individual Property Custody Sheets
• Coordinate disposal of eligible IT equipment through the Defense Reutilization and Marketing Office

Documentation, Coordination & IT Operations

• Create and update Standard Operating Procedures, user reference guides, and other technical documentation
• Draft user communications regarding system outages, planned updates, and new IT capabilities
• Prepare correspondence, spreadsheets, status reports, and briefings supporting command IT requirements and equipment deployments
• Review office‑automation processes and support improvements to day‑to‑day IT workflows
• Maintain administrative files and records supporting CIO3 operations
• Perform related IT technical and administrative duties within the scope of the position

Customer Support & Command Coordination

• Provide responsive, professional customer service to Government civilians and military personnel
• Gather user and command IT requirements and coordinate with internal IT teams to resolve technical conflicts
• Read and apply command policies, technical documents, manuals, and established procedures
• Support accurate and timely completion of assigned tickets, records, reports, and other deliverables

REQUIRED BACKGROUND

• Relevant experience in IT helpdesk, technical support, desktop support, or IT asset management
• Experience troubleshooting computer hardware, software, peripherals, and localized network issues
• Demonstrated experience with enterprise helpdesk or ticketing systems
• Demonstrated experience supporting or administering mobile devices through Mobile Device Management
• Experience tracking IT assets, equipment, inventory, property records, or equipment lifecycle activities
• Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, and Teams
• Strong written and oral communication skills and ability to read and apply technical procedures and command policies
• Must possess at least one qualifying DoD 8140 certification before onboarding: CompTIA Security+, EC-Council CND, GFACT, GSEC, or an approved higher‑level certification
• Must maintain required certification and complete at least 20 hours of Continuous Professional Development annually, or the certification‑maintenance minimum if greater

PREFERRED BACKGROUND

• Three or more years of IT helpdesk, technical support, or asset‑management experience
• Experience supporting Department of Defense, Department of the Navy, or other federal Government users
• Experience with telecommunications or Voice over IP service coordination
• Experience with IT equipment custody, inventory, deployment, or disposal processes

LOCATION

100% On‑Site at NAVFAC Marianas facilities in Piti, Guam 96915 and Santa Rita, Guam 96915, with occasional support at other NAVFAC sites on:

• Naval Base Guam
• Marine Corps Base Camp Blaz Guam
• Andersen Air Force Base Guam

SECURITY / ACCESS

• U.S. citizenship is required
• Must have an active Tier 3 (T3) clearance or be able to obtain an interim T3 before onboarding
• Prior T3 clearances may qualify if reactivated before Government onboarding
• Must obtain required Naval Base Guam access and a Common Access Card (CAC)
• Employment is contingent on meeting Government security, access, credentialing, and CUI requirements

PHYSICAL REQUIREMENTS

• Ability to stand and walk throughout office, server‑room, and work‑site environments as required
• Ability to bend, crouch, stoop, reach, and climb ladders as needed to support IT equipment
• Ability to lift and move IT equipment weighing up to 25 pounds

KMRG, LLC is an Equal Opportunity/Affirmative Action (EEO/AA) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, gender identity, sexual orientation, ancestry, national origin, age, marital or civil partnership status, mental disability, physical disability, medical condition, pregnancy, maternity status, political affiliation, military or veteran status, genetic information, traits historically associated with race, or any other basis prohibited by federal, state, and/or local law.