Job Description

Job title: IT Technical Support Specialist

Location: Nimitz Hill, Piti, Guam

Work authorization: US Citizen

Role Summary

The IT Technical Support Specialist provides Tier 1 and Tier 2 technical support, helpdesk operations, mobile device management, telecommunications coordination, and asset lifecycle management for NAVFAC Marianas CIO3. The Specialist ensures continuous and efficient operation of enterprise IT systems, hardware, software, and user support services across multiple NAVFAC Marianas locations.

Roles and Responsibilities

Helpdesk Operations & Tier 1/2 Support

• Monitor, triage, and resolve IT support tickets via email, telephone, and Microsoft Teams.
• Receive, log, categorize, and prioritize incoming requests.
• Perform Tier 1 troubleshooting including password resets, peripheral support, and basic software assistance.
• Provide Tier 2 support including advanced hardware/software diagnostics, OS/application installations, configurations, and upgrades.
• Deliver on site technical assistance to end users as required.

Telephone Coordinating Officer (TCO) Support

• Coordinate and track command telecommunications including landlines, VoIP systems, line drops, service requests, and phone number allocations.
• Maintain updated telephone directories and service logs.

Information Technology Representative (ITR) & Command Liaison

• Serve as the command’s ITR and liaison between end users and the CIO3 IT Office.
• Gather IT requirements, coordinate equipment deployments, and escalate complex issues to appropriate support channels.

Mobile Device Management (MDM)

• Provision, configure, secure, troubleshoot, and maintain enterprise mobile devices.
• Ensure compliance with command mobile security policies.

Asset Lifecycle & Database Management

• Track full lifecycle of IT hardware and software licenses from procurement through DRMO disposal.
• Maintain accurate inventory records, custody sheets, and asset movement logs.

Documentation & Technical Communications

• Create and update SOPs, user guides, and technical documentation.
• Draft and distribute communications regarding outages, updates, and new capabilities.

Administrative Support & Process Analysis

• Provide clerical and administrative support to CIO3.
• Review office automation processes and maintain administrative files and records.

Other Duties

• Perform additional IT related tasks as assigned.

Required Qualifications

Mandatory DoDM 8140.03 Certification (WRC 411 – Intermediate Level)

Candidate must possess one of the following active certifications prior to onboarding:

• CompTIA Security+
• EC Council Certified Network Defender (CND)
• GIAC Foundational Cybersecurity Technologies (GFACT)
• GIAC Security Essentials Certification (GSEC)

Experience

• Minimum 3 years of IT helpdesk, technical support, or asset management experience (less acceptable with strong certifications).
• Experience with MDM platforms and enterprise ticketing systems.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook).

Communication & Technical Skills

• Ability to read and interpret command policies, technical documents, and manuals.
• Ability to prepare correspondence, reports, and communicate effectively with government personnel.
• Fluent English communication (oral and written).

Physical Requirements

• Ability to lift and move IT equipment up to 25 lbs.
• Ability to stand, walk, bend, crouch, stoop, reach, and climb ladders.
• Ability to navigate uneven or rocky surfaces at work sites.

Mission Statement

Softthink Solutions’ mission is to drive continuous innovation in IT services by prioritizing product development and implementing trustworthy computing practices. Our focus on secure and reliable product delivery is backed by sound business practices and a commitment to the long-term satisfaction of our clients in every project, regardless of its size or complexity.

Through our innovative solutions and dedicated team of experts, we strive to exceed our clients’ expectations and set the standard for excellence in the IT industry.

Vision Statement

At Softthink Solutions, our vision is to be a trusted partner for our clients, empowering them to bring their ideas to life in the most efficient and effective manner possible. We are committed to using established best practices, industry-standard processes, and cutting-edge technology to deliver top-notch solutions that exceed expectations.

Our goal is to be recognized as leaders in the industry for our innovative, reliable, and secure IT services and solutions, and to drive the success of our clients through every project we undertake.

Careers

STSI is an independent US-based Software services and consulting partner with a primary focus on long-term relationships with both clients and team members.

STSI offers team members cutting-edge technology, training, and career guidance to expand and grow their skill sets and bring maximum value to our clients.

STSI is constantly reviewing and expanding its people strength and strives to optimally match client needs to team member talents. We are a people-oriented company seeking the best and brightest to join our team. We work with a variety of employment statuses – from citizens to permanent residents to H1B and EAD immigrants. We have openings for entry level as well as senior positions across a variety of specializations with active in-house and client projects.

In an industry that’s constantly reinventing itself, STSI challenges its team members and consultants with engagements that involve specialized services and advanced IT solutions – applying agile development principles, methodical planning, creative thinking, and continuous learning. A dynamic environment keeps our team members ahead of the curve by providing:

• Opportunities to work with leading multinational clients.
• A comprehensive portfolio of solutions that span leading-edge technologies from Enterprise Architecture to Business Intelligence to Quality Assurance
• Established methodologies, processes, and mentoring to maximize efficacy and efficiency.
• A growing R&D division continually exploring and pioneering the latest technological developments in a variety of disciplines.