Technical Support Specialist

Tier 1: Serve as initial point of contact; receive, log, categorize, and prioritize requests; perform basic troubleshooting (password resets, peripheral connections, basic software support); route unresolved tickets appropriately. Provide Telephone Coordinating Officer (TCO) support: Coordinate, manage, and track command telecommunications (legacy landlines, VoIP systems, telephone line drops, service requests, and phone number allocations/directories).

Position Summary
Provide comprehensive IT technical and administrative support to the NAVFAC Marianas Command Information Office (CIO3) to ensure continuous and efficient operation of enterprise IT systems, hardware, software, helpdesk services, and related functions across the Marianas Area of Responsibility.

Key Responsibilities

• Deliver Helpdesk Operations & Tier 1/2 Support: Monitor, triage, and resolve tickets via email, telephone, and Microsoft Teams using the command’s Enterprise ticket tracking system to minimize user downtime.
  • Tier 1: Serve as initial point of contact; receive, log, categorize, and prioritize requests; perform basic troubleshooting (password resets, peripheral connections, basic software support); route unresolved tickets appropriately.
  • Tier 2: Diagnose and resolve complex hardware, software, and localized network connectivity issues; perform hands-on or remote installation, configuration, and upgrades of operating systems, applications, and peripherals; provide on-site technical assistance as needed.
• Provide Telephone Coordinating Officer (TCO) support: Coordinate, manage, and track command telecommunications (legacy landlines, VoIP systems, telephone line drops, service requests, and phone number allocations/directories).
• Serve as Information Technology Representative (ITR) and Command Liaison: Act as technical liaison between end-users and the CIO3 IT Office; gather IT requirements; coordinate equipment deployments; collaborate with internal teams; escalate complex issues.
• Deliver full Mobile Device Management (MDM) support: Provision, configure, enforce security, troubleshoot, and maintain enterprise mobile devices.
• Manage Asset Lifecycle & Database: Support full lifecycle of IT hardware (workstations, peripherals, Multi-Function Devices) and software licenses—from procurement/receipt through tracking, movement, deployment, and DRMO disposal coordination. Maintain accurate asset records and logs.
• Create and maintain technical documentation (SOPs, user guides) and draft/disseminate communications on outages, updates, or new capabilities.
• Provide administrative support to the CIO3 IT Office, including process reviews, file/record management, and daily operational assistance.
• Perform other IT-related duties as assigned.

Required Qualifications

• U.S. Citizenship.
• Active Top Secret security clearance.
• Meet DoDM 8140.03 foundational qualification requirements for Work Role Code (WRC) 411 – Technical Support Specialist at Intermediate proficiency level.
• Possess and maintain at least one of the following commercial certifications prior to onboarding (higher-level certifications also accepted):
  • CompTIA Security+
  • EC-Council Certified Network Defender (CND)
  • GIAC Foundational Cybersecurity Technologies (GFACT)
  • GIAC Security Essentials Certification (GSEC)
• Maintain certification and complete minimum 20 hours of Continuous Professional Development (CPD) annually (or the amount required by the certification, whichever is greater).
• Minimum of 3 years of IT Helpdesk, technical support, or asset management experience performing similar tasks (less experience acceptable with strong emphasis on relevant experience and certifications).
• Demonstrated experience with Mobile Device Management (MDM) and enterprise ticketing systems.
• Fluency in English (oral and written); ability to read/interpret policies, technical documents, and manuals.
• Strong ability to prepare correspondence, reports, and communicate effectively with government civilians, military personnel, and contract management.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams).
• Ability to lift and move IT equipment up to 25 lbs; perform physical tasks including prolonged standing, walking on uneven surfaces, bending, crouching, stooping, reaching, and climbing ladders; sufficient vision to identify safety concerns.

Security & Compliance

• Work involves Controlled Unclassified Information (CUI). Must comply with all applicable DoD security regulations.
• Must safeguard sensitive information, systems, Privacy Act data, and government work products.
• Contractor employees must clearly identify themselves as contractors (visible badge, company name in email signature) and not present as government employees.