- GBTI Solutions Inc
- Santa Rita, GU
- Full-Time
- 70 days ago
IT Support Specialist.
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IT Support Specialist: our view in 3 lines...
- The Role:This role is for an IT support specialist providing first-line and on-site technical support for a command information office.
- The Person:The person will run Tier 1 and Tier 2 helpdesk support, troubleshoot hardware, software, network, and mobile device issues, manage IT assets, support telephony, and maintain SOPs and user guides.
- Requirements:The ideal candidate has an active Secret clearance, a DoD Cyberspace Workforce qualification for Work Role 411, CompTIA Security+ or an equivalent certification, and strong Microsoft Office skills.
About the role
About the role
Provide on-site IT technical and administrative support to the NAVFAC Marianas Command Information Office (CIO3). You are the command’s first-line helpdesk, on-site technician, asset/MDM tracker, and IT liaison. The work keeps enterprise systems, hardware, software, telecom, and mobile devices running for users across the Marianas AOR.
Essential duties
- Run Tier 1/2 helpdesk via email, phone, and Microsoft Teams; log, triage, prioritize, and close tickets in the command’s enterprise ticketing system.
- Tier 1: password resets, peripherals, basic software support, routing of unresolved tickets.
- Tier 2: diagnose and fix hardware, software, and local network issues; install, configure, and upgrade OS, applications, and peripherals; provide hands-on and remote support.
- Support the Telephone Coordinating Officer (TCO): landlines, VoIP, line drops, service requests, number allocation, and directories.
- Serve as Information Technology Representative (ITR) / command liaison: gather IT requirements, coordinate deployments, escalate complex issues.
- Full Mobile Device Management (MDM): provision, configure, enforce security, troubleshoot, and maintain enterprise mobile devices.
- Manage IT asset lifecycle (workstations, peripherals, MFDs, software licenses) from receipt through movement, custody sheets, inventory, and DRMO disposal coordination.
- Write and maintain SOPs, user guides, and user notices for outages, updates, and new capabilities.
- Provide clerical/admin support to CIO3: files, office automation, status reports, and briefings.
- Perform other IT-related duties as assigned.
Required qualifications
- U.S. citizen.
- Active Secret clearance,
- Current DoD Cyberspace Workforce qualification for Work Role 411 – Technical Support Specialist, Intermediate, with at least one of:
- CompTIA Security+Â
- EC-Council Certified Network Defender (CND)Â
- GIAC GFACT
- GIAC GSEC
-  Higher-level qualifying certs are acceptable. Must stay current and complete at least 20 hours of CPD per year (or the cert’s own CE requirement, whichever is greater).
- Demonstrated helpdesk / technical support and asset-management experience (about 3 years preferred; less acceptable if certs and relevant work are strong).
- Hands-on MDM and enterprise ticketing experience.
- Fluent spoken and written English; able to work with senior civilians and military personnel.
- Strong Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams).
- Able to read and apply command policy, technical manuals, and SOPs.
Physical / work environment
Primarily office and server-room work, plus on-site user support. Must be able to stand for long periods; walk on uneven surfaces; bend, crouch, stoop, reach; climb ladders; and lift/move IT equipment up to 25 lbs. Sufficient vision to identify safety issues. Work is CUI; no remote work as the normal mode.