IT Technical Support Specialist

KARTHIK CONSULTING, LLC; Guam; On-site; USD 55,000 - 75,000; Full time

Job summary

KARTHIK CONSULTING, LLC is seeking an IT Technical Support Specialist to support NAVFAC Marianas CIO3 Office in Guam. The role focuses on on-site Tier 1/2 helpdesk, end-user support, telecommunications coordination, MDM, and asset management across the enterprise IT environment.

The position emphasizes front-line support, documentation, and liaison duties with government personnel. The candidate should have DoD-style security awareness and strong communication skills.

Qualifications

• Fluent and effective English oral and written communication.
• Demonstrated Microsoft Office proficiency (Word, Excel, PowerPoint, Outlook, and related tools).
• Experience with MDM and enterprise ticketing systems; familiarity with IT asset Lifecycles.
• Three or more years of IT helpdesk, technical support, or asset-management experience; certifications welcome.

Responsibilities

• Serve as the initial IT helpdesk contact via email, phone, Teams; log, categorize, prioritize and track requests.
• Troubleshoot Tier 1/2 issues including password resets, peripheral connections, software navigation; diagnose Tier 2 issues.
• Install, configure, and upgrade OS, software, and peripherals; provide hands-on or remote assistance and escalate when needed.
• Act as ITR and liaison between end users and CIO3 IT Office; coordinate equipment deployments.
• Coordinate landlines, VoIP, service requests, phone-number allocations, and command directories.
• Provision and manage enterprise mobile devices; track IT hardware and software licenses; maintain lifecycle documentation.
• Create and maintain SOPs, user guides, reports, and technical communications.

Skills

English communication

MDM experience

Enterprise ticketing

Microsoft Office

Helpdesk experience

Education

IT-related education or training

Tools

Enterprise ticketing system

MDM tools

Job description

New

Posted: August 14, 2026

I. Position Summary

The IT Technical Support Specialist provides on-site Tier 1 and Tier 2 technical and administrative support to the NAVFAC Marianas CIO3 Office across the Marianas Area of Responsibility. The position serves as a front-line IT resource for helpdesk operations, end-user support, telecommunications coordination, mobile device management, IT asset lifecycle management, technical documentation, and command liaison activities, helping ensure continuous and efficient operation of enterprise IT systems, hardware, software, and user services.

Work Environment

• Work Location: On-site - NAVFAC Marianas, Guam
• Security Clearance: Secret

Compensation

Karthik Consulting is committed to providing competitive compensation based on the responsibilities of the role, required qualifications, security clearance level, relevant experience, certifications, customer requirements, geographic location, and overall business needs. The salary range listed for this position represents a good-faith estimate of the current compensation range for this role.

At Karthik Consulting, it is not typical for an individual to be hired at or near the top of the salary range. Final compensation decisions are based on the facts and circumstances of each candidate’s experience, qualifications, certifications, clearance level, contract requirements, and overall alignment with the role.

Employees may be eligible for company benefits and additional compensation programs, subject to company policy, contract requirements, and individual eligibility.

II. Program Context

Program Description

This position supports Naval Facilities Engineering Systems Command, Marianas (NAVFACMAR) and its Command Information Office (CIO3) in Guam. Services are performed in person at designated NAVFAC facilities and, as required, other NAVFAC sites on Naval Base Guam, Marine Corps Base Camp Blaz, and Andersen Air Force Base.

Program Scope

The role supports enterprise helpdesk and end-user services; Tier 1/2 troubleshooting; telecommunications/TCO coordination; ITR and command liaison functions; MDM; IT hardware, peripheral, MFD, and software-license lifecycle tracking; technical documentation and user communications; and CIO3 administrative support. Work is generally up to 40 hours per week during normal Monday-Friday business hours; routine remote telework and overtime are not authorized.

III. Key Responsibilities

HELPDESK OPERATIONS & TIER 1/2 SUPPORT

• Serve as the initial point of contact for IT assistance via email, telephone, Microsoft Teams, and the Enterprise ticket tracking system; receive, log, categorize, prioritize, and track requests.
• Troubleshoot and resolve Tier 1 issues such as password resets, peripheral connections, and basic software navigation; diagnose Tier 2 hardware, software, and localized network connectivity issues.
• Install, configure, and upgrade operating systems, software applications, and computer peripherals; provide hand-on or remote assistance and route/escalate unresolved issues to the appropriate support group.

ITR, TELECOMMUNICATIONS & COMMAND LIAISON

• Act as the command Information Technology Representative (ITR) and technical liaison between end-users and the CIO3 IT Office; gather requirements and coordinate equipment deployments.
• Support the Telephone Coordinating Officer (TCO) by coordinating and tracking landlines, VoIP services, telephone line drops, service requests, phone-number allocations, and command directories.
• Collaborate with internal IT teams to resolve technical conflicts and ensure complex issues are escalated smoothly through appropriate support channels.

MOBILE DEVICE & ASSET LIFECYCLE MANAGEMENT

• Provision, configure, secure, troubleshoot, and maintain enterprise mobile devices in accordance with Mobile Device Management (MDM) requirements.
• Track IT hardware, workstations, peripherals, MFDs, and software licenses from procurement and receipt through movement, deployment, custody, and final DRMO disposal coordination.
• Maintain accurate asset inventories, databases, Individual Property Custody Sheets, MDM provisioning records, and other required lifecycle documentation.

DOCUMENTATION, COMMUNICATIONS & ADMINISTRATIVE SUPPORT

• Create and maintain SOPs, user reference guides, technical records, correspondence, spreadsheets, status reports, and briefings supporting CIO3 operations.
• Draft and disseminate user communications concerning outages, planned updates, new IT capabilities, and other operational information.
• Support office automation/process reviews, administrative files and records, daily CIO3 operational requirements, and other IT-related duties as assigned.

IV. Qualifications

Education

No specific degree requirement is stated in the PWS. Relevant education or technical training in information technology, computer systems, networking, cybersecurity, or a related discipline is beneficial.

Professional Certifications

Required prior to onboarding: at least one DoDM 8140.03-approved foundational certification for WRC 411, Intermediate: CompTIA Security+, EC-Council Certified Network Defender (CND), GIAC Foundational Cybersecurity Technologies (GFACT), or GIAC Security Essentials Certification (GSEC). Higher-proficiency aligned certifications also qualify. Certification must remain active; complete at least 20 hours of annual CPD or the certification minimum, whichever is greater.

Minimum Qualifications

• U.S. citizen.
• Active T3 security clearance, or ability to obtain an interim T3 prior to onboarding/hiring.
• Relevant IT helpdesk, technical support, and/or asset-management experience; the PWS identifies 3 years as desired but permits less with emphasis on relevant experience and certifications.
• Demonstrated MDM and enterprise ticketing-system experience.
• Fluent and effective English oral and written communication.
• Ability to read and interpret command policies, technical documents, and manuals; prepare correspondence and reports; and work effectively with Government civilian, military, client, and contract-management personnel.
• Demonstrated Microsoft Office proficiency (Word, Excel, PowerPoint, Outlook, and related tools).
• Ability to perform required physical duties, including standing/walking, bending/crouching/stooping/reaching, ladder use, and lifting/moving IT equipment up to 25 lbs.

Preferred Qualifications

• Three or more years of directly relevant IT helpdesk, technical support, or asset‑management experience.
• Prior DoD/DoN or NAVFAC enterprise IT support experience.
• Experience supporting Tier 1/2 tickets, endpoint deployment, VoIP/telecommunications coordination, IT asset databases, property‑custody records, and DRMO disposal processes.
• Experience producing SOPs, user guides, status reports, and customer‑facing technical communications in a Government environment.

V. Core Competencies

• ACCOUNTABILITY & OWNERSHIP Reliably owns assigned tickets, assets, records, and follow-through; meets deadlines and takes responsibility for accurate outcomes.
• COMMUNICATION & COLLABORATION Communicates clearly with end‑users, CIO3 personnel, Government civilians, military personnel, and contract management; escalates issues appropriately.
• ANALYTICAL THINKING Diagnoses technical issues methodically, distinguishes hardware/software/connectivity causes, and applies practical troubleshooting and resolution steps.
• QUALITY & COMPLIANCE Maintains accurate tickets, asset and MDM records, documentation, and certification status while following command, DoD/DON, CUI, and security requirements.
• ADAPTABILITY & INITIATIVE Responds effectively to changing support priorities, varied user needs, multiple NAVFAC locations, and evolving enterprise IT requirements.
• CUSTOMER & MISSION FOCUS Minimizes user downtime and connects responsive IT support to reliable NAVFAC Marianas mission operations.