Position Overview
Sandy Mac Evolution LLC is seeking a qualified Technical Support Specialist to provide Information Technology technical and administrative support to the Naval Facilities Engineering Systems Command (NAVFAC) Marianas Command Information Office (CIO) in Guam.
The Technical Support Specialist will support the continuous and efficient operation of enterprise IT systems, hardware, software, mobile devices, telecommunications, IT assets, and help desk services throughout the NAVFAC Marianas Area of Responsibility.
Key Responsibilities
- Provide Tier 1 and Tier 2 technical support through email, telephone, Microsoft Teams, and enterprise ticketing systems.
- Receive, document, categorize, prioritize, troubleshoot, and resolve end-user support requests.
- Perform password resets, peripheral troubleshooting, software navigation support, and basic user assistance.
- Diagnose and resolve hardware, software, operating system, peripheral, and localized network connectivity issues.
- Install, configure, maintain, and upgrade operating systems, software applications, computers, and associated peripherals.
- Provide physical and on-site technical assistance to NAVFAC personnel.
- Support telecommunications activities involving landlines, Voice over IP (VoIP), telephone service requests, line drops, phone allocations, and telephone directories.
- Serve as an IT liaison between users and the NAVFAC CIO IT organization.
- Coordinate IT equipment deployments and escalate complex technical issues when required.
- Support Mobile Device Management (MDM), including provisioning, configuration, security enforcement, troubleshooting, and maintenance of enterprise mobile devices.
- Maintain IT asset inventories and lifecycle records for workstations, peripherals, multifunction devices, software licenses, and other equipment.
- Support equipment receipt, movement, deployment, accountability, and disposal coordination.
- Develop and maintain Standard Operating Procedures, user guides, technical documentation, and end-user communications.
- Prepare correspondence, spreadsheets, reports, presentations, and other administrative and technical documentation.
- Provide general administrative support to NAVFAC CIO IT operations.
- Perform other IT-related duties as assigned.
Required Qualifications
- Must be a United States citizen .
- Must possess an active security clearance or be able to obtain the required clearance prior to onboarding/hiring .
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Must meet DoD Manual 8140.03 qualification requirements for:
- Work Role Code (WRC) 411 – Technical Support Specialist
- Intermediate proficiency level
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Must possess and maintain at least one qualifying certification prior to onboarding:
- CompTIA Security+
- EC-Council Certified Network Defender (CND)
- GIAC Foundational Cybersecurity Technologies (GFACT)
- GIAC Security Essentials Certification (GSEC)
- An approved higher-level certification may also satisfy the requirement.
- Demonstrated experience with Mobile Device Management (MDM) .
- Demonstrated experience using enterprise IT ticketing systems .
- Proficiency with Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.
- Strong written and verbal communication skills.
- Ability to read and interpret technical documentation, policies, procedures, and manuals.
- Ability to communicate effectively with military personnel, Government civilians, technical teams, and contractor personnel.
Preferred Experience
- Approximately 3 years of experience in IT help desk support, technical support, desktop support, or IT asset management is desired.
- Candidates with less than three years of experience may still be considered based on relevant technical experience and certifications.
Physical Requirements
Candidates must be able to perform normal IT support activities that may include extended periods of standing and walking, bending, crouching, climbing ladders, working throughout facilities, and lifting or moving IT equipment weighing up to approximately 25 pounds.
Place of Performance
Primary work locations include:
- NAVFAC Marianas – Nimitz Hill, Piti, Guam
- Naval Base Guam – Santa Rita, Guam
Occasional support may also be required at:
- Naval Base Guam
- Marine Corps Base Camp Blaz
- Andersen Air Force Base
This position requires in-person performance in Guam . Regular remote telework is not authorized. Work will generally be performed up to 40 hours per week during normal business hours, Monday through Friday, excluding federal holidays.
Additional Information
The selected candidate will support a 12-month federal task order providing IT technical and administrative support to NAVFAC Marianas.
Qualified candidates should submit a current resume detailing relevant IT technical support experience, applicable certifications, and current clearance status .