IT Technical Support Specialist (Help Desk Tier 1/2) - Guam

HRsmart; Santa Rita (GU); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Medical and prescription coverage

Dental and vision

Short-term disability

Life and AD&De Insurance

401(k)

Job summary

SPN Solutions seeks an IT Technical Support Specialist for NAVFAC Marianas in Guam. The role provides on-site help desk support for Windows 11, MDM, VoIP and asset management, serving senior civilians and military personnel. Immediate start; full-time, on-site, W-2.

Ideal candidates have DoD IT experience, relevant security certifications, and the ability to obtain interim clearance. Travel between Guam sites may be required; relocation costs are not covered.

Qualifications

• Active Tier 3 (T3) Secret clearance or ability to obtain interim before start
• Certifications: CompTIA Security+, EC-Council CND, GIAC SSEC (GSEC) or GIAC GFACT before start
• About 3 years of IT help desk, technical support or IT asset management experience
• Hands-on experience with mobile device management (MDM) and with an enterprise ticketing system
• Microsoft Office: Word, Excel, PowerPoint, Outlook and Teams
• You live on Guam or will move to Guam at your own expense before you start
• Ability to lift up to 25 pounds and travel between sites on the island

Responsibilities

• Be the first point of contact; log, categorize and prioritize requests; reset passwords; connect peripherals; guide users through software
• Diagnose and resolve hardware, software, and local network faults; install and configure operating systems and applications
• Provide desk-side support in person and remotely as needed
• Manage mobile devices: provisioning, configuration, security and troubleshooting
• Maintain asset inventory from receipt to disposal with accurate records
• Support VOIP and landline service requests and coordinate phone numbers

Skills

English proficiency

Help desk experience

Windows 11

Mobile device management

Active Directory

VoIP administration

Education

High School

Tools

ServiceNow

Remedy

Microsoft 365

Job description

IT Technical Support Specialist (Help Desk Tier 1/2) - Guam - (135)

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Job Title

IT Technical Support Specialist (Help Desk Tier 1/2) - Guam

Job Type

Full-time

Category

Information Technology

Location

Education

High School

Travel

0 - 10%

Job Description

Be the person Naval Facilities Engineering Systems Command (NAVFAC) Marianas calls when a computer, a phone or a mobile device stops working. You will take the ticket, fix the fault at the desk or remotely, keep the hardware and mobile device records exact, and act as the command's link to its IT office. Full time, W-2, on site in Guam. This is not a remote position. Start is immediate.

Why this job exists

SPN Solutions has won a new contract to support the NAVFAC Marianas Command Information Office (CIO) on Guam. The office keeps the command's computers, software, phones and mobile devices working for the engineers and staff who run Navy facilities across the Marianas.

This seat is an addition to that office. You work inside it every day, beside Government IT staff, and the users you help are senior civilians, military personnel and contractors. When you close a ticket properly, someone gets back to work. When you hand one on, the next team has everything it needs to finish it.

The environment you will work in

• Microsoft Windows 11 on the Navy's overseas enterprise network (ONE-Net), with Microsoft 365 and Microsoft Teams
• An enterprise ticket tracking system, worked by email, telephone and Teams
• Workstations, laptops, peripherals, printers and multi-function devices (MFDs)
• Voice over IP (VoIP) and legacy landline telephones
• Controlled Unclassified Information (CUI), handled under Department of Defense security rules
• A Government-furnished desk, workstation, phone, network account and building badge

What you will do

• Help desk Tier 1: be the first point of contact; receive, log, categorize and prioritize requests; reset passwords, connect peripherals, guide users through software, and route what you cannot close
• Help desk Tier 2: diagnose and resolve harder hardware, software and local network connectivity faults; install, configure and upgrade operating systems, applications and peripherals, hands-on or remotely
• Give desk-side support in person wherever the user is
• Mobile device management: provision, configure, secure, troubleshoot and maintain enterprise mobile phones and tablets
• IT asset management: track workstations, peripherals, MFDs and software licenses from receipt through deployment and movement to disposal through DRMO, and keep the inventory and property custody records accurate
• Telephone coordination: support the command's Telephone Coordinating Officer (TCO) with VoIP and landline service requests, line drops, phone number allocations and the telephone directory
• Act as the command's Information Technology Representative (ITR): gather IT requirements, coordinate equipment deployments and **escalate** complex issues to the right team
• Write and maintain Standard Operating Procedures (SOPs) and user guides, and draft notices about outages, updates and new capabilities
• Give administrative support to the IT office: files and records, status reports, spreadsheets and briefings in Word, Excel and PowerPoint

Your first 90 days

• Days 1 to 30: badge, network account and onboarding complete; learn the ticket system, the escalation paths and the sites; close Tier 1 tickets on your own
• Days 31 to 60: carry a full Tier 1 and Tier 2 ticket load; take over mobile device provisioning; reconcile the asset inventory against what is on the floor
• Days 61 to 90: own the telephone records and the ITR duties; publish your first updated SOP and user guide

How your work is judged

• Tickets resolved and closed on time, to the office's service levels, 95 percent of the time or better
• Asset inventory and mobile device records accurate at every monthly review
• Documents and reports correct on final
• Your certification kept current, with at least 20 hours of continuing professional development each year

What you need

• An active Tier 3 (T3) Secret clearance, or the ability to obtain an interim before you start
• One of these certifications, current, before you start: CompTIA Security+, EC-Council Certified Network Defender (CND), GIAC Security Essentials (GSEC) or GIAC Foundational Cybersecurity Technologies (GFACT). This meets DoD 8140 (DoDM 8140.03) work role 411, Technical Support Specialist, Intermediate
• About 3 years of IT help desk, technical support or IT asset management experience; less is accepted with strong relevant experience and certifications
• Hands-on experience with mobile device management (MDM) and with an enterprise ticketing system
• Microsoft Office: Word, Excel, PowerPoint, Outlook and Teams
• Clear spoken and written English, and the ability to read command policies and technical manuals and write reports and correspondence
• You live on Guam, or you will move to Guam at your own expense before you start
• A valid driver's license and your own vehicle for travel between sites on the island
• Able to stand and walk for long periods, bend, crouch and reach, climb a ladder, and lift and move IT equipment up to 25 pounds

What sets a candidate apart

• An active Secret clearance today
• ServiceNow, Remedy or another enterprise ticketing platform
• Navy, Marine Corps or other Department of Defense help desk experience: ONE-Net, NMCI or a similar enterprise network
• Military IT background, for example Navy Information Systems Technician (IT), Army 25B, Air Force 3D or 1D7, or Marine Corps 06xx
• CompTIA A+ or Network+ in addition to Security+
• Windows 11 imaging and deployment, Active Directory account support, and VoIP telephone administration
• You already live on Guam or in the Marianas

Pay is discussed with you directly when we speak. These are the benefits every full-time SPN employee receives.

• Medical and prescription coverage, dental and vision
• Short-term disability
• Life and accidental death insurance
• Competitive 401(k)
• 11 paid federal holidays
• Paid vacation
• Paid sick leave
• Parental leave
• Tuition and professional development assistance

Terms, and how to apply

• Full time, W-2, hourly, employed by SPN Solutions
• On site in Guam, at Nimitz Hill (Piti) and Naval Base Guam (Santa Rita), with occasional work at Marine Corps Base Camp Blaz and Andersen Air Force Base
• No remote work and no telework
• Monday to Friday, normal business hours, up to 40 hours a week; no overtime; federal holidays off
• Relocation, housing and travel are not paid; travel between sites on the island is in your own vehicle
• Start: immediate, as soon as your clearance and onboarding are complete

SPN Solutions is an Equal Opportunity Employer. All qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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