IT Technical Support Specialist

Softthink Solutions; Missouri; On-site; USD 55,000 - 75,000; Full time

Job summary

Softthink Solutions seeks an IT Technical Support Specialist to provide Tier 1/2 support, helpdesk operations, and asset management for NAVFAC Marianas CIO3. The role ensures reliable operation of enterprise IT systems and end-user services across multiple locations, with emphasis on telecommunications coordination and mobile device management.

Candidates should have DoD 8140.03 Certification and at least 3 years in IT helpdesk or asset management, plus experience with MDM and enterprise

Qualifications

• Mandatory DoD 8140.03 Certification and active certifications listed above.
• Minimum 3 years in IT helpdesk, technical support, or asset management.
• Experience with MDM platforms and enterprise ticketing systems.
• Proficient with Microsoft Office applications.

Responsibilities

• Provide Tier 1 and Tier 2 IT support and helpdesk operations.
• Coordinate telecommunications and manage device lifecycles.
• Install, configure, and troubleshoot systems and software.
• Serve as liaison between end users and CIO3 IT Office.

Skills

Fluent English

Microsoft Office

Helpdesk operations

Education

DoD 8140.03 Certification (WRC 411 – Intermediate)

CompTIA Security+

EC Council CND

GIAC Foundational Technologies (GFACT)

GIAC Security Essentials (GSEC)

Tools

MDM platforms

Enterprise ticketing systems

MS Office Suite

Job description

Job Description

Job Description

Job title: IT Technical Support Specialist

Location: Nimitz Hill, Piti, Guam

Work authorization: US Citizen

Role Summary

The IT Technical Support Specialist provides Tier 1 and Tier 2 technical support, helpdesk operations, mobile device management, telecommunications coordination, and asset lifecycle management for NAVFAC Marianas CIO3. The Specialist ensures continuous and efficient operation of enterprise IT systems, hardware, software, and user support services across multiple NAVFAC Marianas locations.

Roles And Responsibilities

Helpdesk Operations & Tier 1/2 Support

• Monitor, triage, and resolve IT support tickets via email, telephone, and Microsoft Teams.
• Receive, log, categorize, and prioritize incoming requests.
• Perform Tier 1 troubleshooting including password resets, peripheral support, and basic software assistance.
• Provide Tier 2 support including advanced hardware/software diagnostics, OS/application installations, configurations, and upgrades.
• Deliver on site technical assistance to end users as required.

Telephone Coordinating Officer (TCO) Support

• Coordinate and track command telecommunications including landlines, VoIP systems, line drops, service requests, and phone number allocations.
• Maintain updated telephone directories and service logs.

Information Technology Representative (ITR) & Command Liaison

• Serve as the command’s ITR and liaison between end users and the CIO3 IT Office.
• Gather IT requirements, coordinate equipment deployments, and escalation complex issues to appropriate support channels.

Mobile Device Management (MDM)

• Provision, configure, secure, troubleshoot, and maintain enterprise mobile devices.
• Ensure compliance with command mobile security policies.

Asset Lifecycle & Database Management

• Track full lifecycle of IT hardware and software licenses from procurement through DRMO disposal.
• Maintain accurate inventory records, custody sheets, and asset movement logs.

Documentation & Technical Communications

• Create and update SOPs, user guides, and technical documentation.
• Draft and distribute communications regarding outages, updates, and new capabilities.

Administrative Support & Process Analysis

• Provide clerical and administrative support to CIO3.
• Review office automation processes and maintain administrative files and records.

Other Duties

• Perform additional IT related tasks as assigned.

Required Qualifications

Mandatory DoDM 8140.03 Certification (WRC 411 – Intermediate Level)

Candidate must possess one of the following active certifications prior to onboarding:

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

Experience

• Minimum 3 years of IT helpdesk, technical support, or asset management experience (less acceptable with strong certifications).
• Experience with MDM platforms and enterprise ticketing systems.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook).

Communication & Technical Skills

• Ability to read and interpret command policies, technical documents, and manuals.
• Ability to prepare correspondence, reports, and communicate effectively with government personnel.
• Fluent English communication (oral and written).

Physical Requirements

• Ability to lift and move IT equipment up to 25 lbs.
• Ability to stand, walk, bend, crouch, stoop, reach, and climb ladders.
• Ability to navigate uneven or rocky surfaces at work sites.