Technical Support Specialist

Magnus Management Group LLC; Santa Rita (GU); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

Magnus Management Group LLC is seeking a hands-on Technical Support Specialist to support client operations in Guam. You will resolve Tier 1 and Tier 2 IT issues, support mobile devices and telecom, maintain asset records, and liaise between users and IT teams across military installations on Guam.

Responsibilities include handling helpdesk requests, providing tiered support, configuring devices, managing MDM, and tracking software licenses.

Qualifications

• U.S. citizen and ability to obtain Secret Clearance.
• 3+ years in IT helpdesk, support, or asset management.
• Experience in government/defense or regulated environments.
• IT inventory, licenses, VoIP, and mobile provisioning experience.
• MDM and enterprise ticketing systems familiarity.
• Fluent English, strong written and verbal communication.
• Proficient with MS Office (Word, Excel, PowerPoint, Outlook, Teams).
• Ability to work with military personnel and contractors while safeguarding data.

Responsibilities

• Monitor, triage, document, and resolve helpdesk requests via email, phone, Teams, and ticketing system.
• Provide Tier 1 support: password resets, peripheral connections, basic software guidance, ticket categorization, prioritization, escalation.
• Provide Tier 2 support for hardware, software, OS, peripherals, and network issues onsite or remote.
• Install, configure, upgrade, and troubleshoot OS, apps, workstations, and devices.
• Manage enterprise mobile devices via MDM tools and ensure security.
• Coordinate telecommunications, including legacy landlines, VoIP, and line drops.
• Serve as IT liaison: gather requirements, coordinate deployments, and resolve conflicts.
• Track IT assets, licenses, and lifecycle records; maintain custody records.
• Create SOPs, user guides, outage notices, and status reports.

Skills

English proficiency

Policy interpretation

MS Office

Education

CompTIA Security+

EC-Council CND

GIAC GFACT

GIAC GSEC

Tools

MDM tools

Ticketing systems

VoIP management

Job description

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location

Building 205, Halsey Drive, Nimitz Hill, Piti, Guam 96915

Position Overview:

We are seeking a hands-on Technical Support Specialist to support client. You will help keep enterprise IT services running by resolving Tier 1 and Tier 2 issues, supporting mobile devices and telecommunications, maintaining accurate asset records, and serving as a trusted liaison between users and internal IT teams. This role is ideal for a service-minded IT professional who communicates clearly, works accurately, and is comfortable providing support across multiple military installations in Guam.

Job Description:

• Monitor, triage, document, and resolve helpdesk requests received through email, telephone, Microsoft Teams, and the enterprise ticketing system.
• Provide Tier 1 support, including password resets, peripheral connections, basic software guidance, ticket categorization, prioritization, and escalation.
• Provide Tier 2 support for hardware, software, operating-system, peripheral, and localized network-connectivity issues, both remotely and in person.
• Install, configure, upgrade, and troubleshoot operating systems, applications, workstations, peripherals, and multi-function devices.
• Provision, configure, secure, troubleshoot, and maintain enterprise mobile devices through Mobile Device Management (MDM) tools.
• Support telecommunications coordination, including legacy landlines, VoIP, telephone line drops, service requests, and telephone directories.
• Serve as an Information Technology Representative and liaison: gather requirements, coordinate equipment deployments, resolve conflicts with internal teams, and upscale complex issues.
• Track IT assets and software licenses throughout procurement, receipt, assignment, movement, deployment, inventory, and disposal; maintain accurate custody and lifecycle records.
• Create and maintain SOPs, user guides, outage notices, planned-update communications, spreadsheets, status reports, and briefings.
• Provide administrative support to CIO3, including records management, office-automation process review, and other IT-related duties as assigned.

Required Qualifications

• Must be a US Citizen
• Must hold Secret Clearance
• At least one current qualifying certification: CompTIA Security+, EC-Council Certified Network Defender (CND), GIAC Foundational Cybersecurity Technologies (GFACT), or GIAC Security Essentials Certification (GSEC). A qualifying higher-level certification is also acceptable.
• Three or more years of IT helpdesk, technical support, or IT asset-management experience
• Experience supporting enterprise users in a government, defense, or similarly regulated environment.
• Experience managing IT inventory, property-custody records, software licenses, VoIP/landline requests, and mobile-device provisioning.
• Hands-on knowledge of Mobile Device Management and enterprise ticketing systems.
• Fluent, effective English communication skills, both written and verbal.
• Ability to interpret command policies, technical documents, and manuals and to prepare professional correspondence and reports.
• Proficiency with Microsoft Office, including Word, Excel, PowerPoint, Outlook, and Teams.
• Ability to work effectively with military personnel, government civilians, client representatives, and contract management while safeguarding Controlled Unclassified Information and other sensitive data.