Technical Support Specialist

Magnus Management Group LLC; United States; On-site; USD 75,000 - 110,000; 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 maintain enterprise IT services across multiple military installations in Guam. You will resolve Tier 1 and 2 issues, support mobile devices, manage assets, and act as a liaison between users and IT teams.

The role requires US citizenship, a Secret Clearance, and experience in government or defense environments. Strong English communication and familiarity with MDM tools and ticketing systems are essential.

Qualifications

• US Citizenship required.
• Secret Clearance required.
• Experience with enterprise IT support and asset management.
• Experience supporting government/defense or regulated environments.
• Proficiency with Microsoft Office suite.
• Experience with enterprise ticketing systems.
• Strong English written and verbal communication.
• Ability to work with military personnel and contract management while safeguarding sensitive 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, remote and in person.
• Install, configure, upgrade, and troubleshoot OS, apps, workstations, peripherals, and MFDs.
• Provision, configure, and maintain enterprise mobile devices via MDM tools.
• Support telecommunications coordination, including legacy landlines and VoIP service requests.
• Serve as IT liaison: gather requirements, coordinate deployments, resolve conflicts with internal teams, escalate as needed.
• Track IT assets and software licenses through lifecycle, maintain custody records.
• Create and maintain SOPs, user guides, outage notices, status reports, and briefings.
• Provide admin support to CIO3 and assist with records management and process reviews.

Skills

US Citizenship

Secret Clearance

English communication

MDM familiarity

Ticketing systems

Microsoft Office

Customer service

Government experience

Tools

Mobile Device 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 escalation.
• 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.