IT Support

Pacific Federal Management (PFM); Hagåtña (GU); On-site; USD 38,000 - 52,000; Full time

Job summary

Pacific Federal Management (PFM) on Guam seeks a dependable IT Support Associate to provide frontline technical assistance, maintain day-to-day system functionality, and ensure a secure, efficient technology environment. The role balances technical skill with clear communication and customer service in a fast-paced setting.

Ideal candidates will have 1–2 years in IT support, working knowledge of Windows OS, Microsoft 365, basic networking, and hands-on experience with desktops, printers, and

Qualifications

• 1–2 years of IT support, helpdesk, or technical support experience.
• Working knowledge of Windows OS, Microsoft 365, and basic networking.
• Hands-on experience supporting desktops, laptops, printers, and mobile devices.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication and customer-service mindset with the ability to work independently.

Responsibilities

• Serve as the first point of contact for employee IT support via phone, email, and in person.
• Diagnose and resolve hardware, software, and network issues promptly and professionally.
• Provide technical assistance for desktops, laptops, printers, mobile devices, and office peripherals.
• Maintain system documentation and support onboarding/offboarding processes.
• Support IT policies, security practices, and office technology infrastructure.

Skills

Troubleshooting

Customer service

Communication

Time management

Tools

Active Directory / Azure AD

Microsoft 365

VoIP systems

Job description

We are seeking a dependable, service-oriented IT Support Associate to join our growing organization. This role is responsible for providing frontline technical assistance to employees, maintaining day-to-day system functionality, and ensuring that our technological environment operates efficiently and securely.

The ideal candidate is detail-oriented, highly responsive, customer-focused, and solutions-driven – someone who can balance technical skill with professionalism and clear communication in a fast-paced operational environment.

Key Responsibilities

End-User Support & Troubleshooting

• Serve as the first point of contact for employee IT support via phone, email, and in person.
• Diagnoses and resolve hardware, software, and network-related issues in a timely and professional manner.
• Provide technical assistance for desktops, laptops, printers, mobile devices, and office peripherals.

Systems, Access & Account Management

• Create, modify, and manage user accounts, system access, and permissions across company platforms.
• Support onboarding and offboarding processes including:
  • Device preparation
  • Account provisioning
  • Access removals

Maintenance, Security & Documentation

• Perform routine system maintenance, updates, patches, and security checks.
• Monitor and report potential vulnerabilities or performance issues.
• Maintain accurate documentation of:
  • IT assets
  • System changes
  • Resolved issues
• Support office-wide technology including:
  • Network equipment
  • Phones and VoIP systems
  • Conference room and AV systems
• Assist with the implementation and enforcement of IT policies, standards, and best practices.

Required Qualifications

• 1–2 years of experience in IT support, helpdesk, or technical support role.
• Working knowledge of:
  • Windows Operating Systems
  • Microsoft 365
  • Basic networking concepts
• Hands‑on experience supporting:
  • Desktops & laptops
  • Printers & scanners
  • Mobile devices
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication skills with a customer-service mindset.
• Ability to prioritize tasks, manage multiple support requests, and work independently.

Preferred Qualifications

• CompTIA A+, Network+, or similar certifications.
• Experience with:
  • Microsoft Applications
• Familiarity with:
  • VoIP phone systems
  • Basic network troubleshooting and diagnostics

Core Competencies & Expectations

• High level of professionalism, confidentiality, and discretion
• Strong organizational and documentation skills
• Ability to work cross-functionally with HR, Operations, and Management
• Commitment to data security and compliance best practices
• Self‑motivated, adaptable, and responsive under pressure

Job Description

Position Title: IT Support

Employment Type: Full-Time

Reports to: IT Manager

Department: Information Technology

Work Location: Guam

Position Overview

We are seeking a dependable, service-oriented IT Support Associate to join our growing organization. This role is responsible for providing frontline technical assistance to employees, maintaining day-to-day system functionality, and ensuring that our technological environment operates efficiently and securely.

The ideal candidate is detail-oriented, highly responsive, customer-focused, and solutions-driven – someone who can balance technical skill with professionalism and clear communication in a fast-paced operational environment.

Key Responsibilities

End-User Support & Troubleshooting

• Serve as the first point of contact for employee IT support via phone, email, and in person.
• Diagnoses and resolve hardware, software, and network-related issues in a timely and professional manner.
• Provide technical assistance for desktops, laptops, printers, mobile devices, and office peripherals.

Systems, Access & Account Management

• Create, modify, and manage user accounts, system access, and permissions across company platforms.
• Support onboarding and offboarding processes including:
  • Device preparation
  • Account provisioning
  • Access removals

Maintenance, Security & Documentation

• Perform routine system maintenance, updates, patches, and security checks.
• Monitor and report potential vulnerabilities or performance issues.
• Maintain accurate documentation of:
  • IT assets
  • Support tickets
  • System changes
  • Resolved issues
• Office Technology & Infrastructure Support:
  • Support office-wide technology including:
    • Network equipment
    • Phones and VoIP systems
    • Conference room and AV systems
  • Assist with the implementation and enforcement of IT policies, standards, and best practices.

Required Qualifications

• 1–2 years of experience in IT support, helpdesk, or technical support role.
• Working knowledge of:
  • Windows Operating Systems
  • Microsoft 365
  • Basic networking concepts
• Hands‑on experience supporting:
  • Desktops & laptops
  • Printers & scanners
  • Mobile devices
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication skills with a customer-service mindset.
• Ability to prioritize tasks, manage multiple support requests, and work independently.

Preferred Qualifications

• CompTIA A+, Network+, or similar certifications.
• Experience with:
  • Active Directory / Azure AD
  • Microsoft Applications
• Familiarity with:
  • VoIP phone systems
  • Basic network troubleshooting and diagnostics

Core Competencies & Expectations

• High level of professionalism, confidentiality, and discretion
• Strong organizational and documentation skills
• Ability to work cross-functionally with HR, Operations, and Management
• Commitment to data security and compliance best practices
• Self‑motivated, adaptable, and responsive under pressure

Position Type/Expected Hours of Work

This is a regular, full-time position. The standard hours of operation are Monday through Friday, from 8:00 a.m. to 5:00 p.m. However, in alignment with operational requirements, the role may occasionally require flexibility, including working outside of regular business hours.

Travel

There is no travel required for this position at present; however, travel may be required in the future based on business needs.

Additional Information

This job description is intended to describe the general nature and level of work being performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, and qualifications required. Management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of the job.

As an Equal Opportunity Employer, the Company provides equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other status protected by applicable federal, state, or local law.