IT Technical Support Specialist (Help Desk Tier 1/2)

SPN Solutions Inc. is hiring an IT Technical Support Specialist (Help Desk Tier 1/2) for on-site desktop and help desk support in Guam.

Responsibilities

• Tier 1 help desk: receive, log, categorize, and prioritize requests; reset passwords; connect peripherals; guide users through software; route issues you cannot close
• Tier 2 help desk: diagnose and resolve complex hardware, software, and local network connectivity faults; install, configure, and upgrade operating systems, applications, and peripherals (hands-on or remotely)
• Provide desk-side support in person wherever the user is located
• Mobile device management: provision, configure, secure, troubleshoot, and maintain enterprise mobile phones and tablets
• IT asset management: track workstations, peripherals, MFDs, and software licenses from receipt through deployment and movement to disposal through DRMO; keep inventory and property custody records accurate
• Telephone coordination: support the command’s Telephone Coordinating Officer (TCO) for VoIP and landline service requests, line drops, phone number allocations, and the telephone directory
• ITR duties: act as the command’s Information Technology Representative; gather IT requirements, coordinate equipment deployments, and escalate complex issues to the appropriate team
• Write and maintain SOPs and user guides; draft notices about outages, updates, and new capabilities
• Provide administrative support to the IT office, including files and records, status reports, spreadsheets, and briefings using Word, Excel, and PowerPoint

Requirements

• United States citizenship
• Active Tier 3 (T3) Secret clearance or ability to obtain an interim before starting
• Certification (current before you start):
  • CompTIA Security+
  • EC-Council Certified Network Defender (CND)
  • GIAC Security Essentials (GSEC)
  • GIAC Foundational Cybersecurity Technologies (GFACT)
• About 3 years of IT help desk, technical support, or IT asset management experience (less accepted with strong relevant experience and certifications)
• Hands-on experience with mobile device management (MDM) and an enterprise ticketing system
• Microsoft Office: Word, Excel, PowerPoint, Outlook, and Teams
• Clear spoken and written English; ability to read command policies and technical manuals and write reports and correspondence
• Live on Guam, or move to Guam at your own expense before starting
• Valid driver’s license and own vehicle for travel between sites on the island
• Ability to stand and walk for long periods; bend, crouch, reach, and climb a ladder; lift and move IT equipment up to 25 pounds

Technologies

• Microsoft Windows 11
• Microsoft 365
• Microsoft Teams
• Microsoft Intune
• Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams)
• VoIP
• CUI

Benefits

• Medical and prescription coverage, dental and vision
• Short-term disability
• Life and accidental death insurance
• Competitive 401(k)
• 11 paid federal holidays
• Paid vacation
• Paid sick leave
• Parental leave
• Tuition and professional development assistance

First 90 Days

• Days 1 to 30: badge, network account, and onboarding complete; learn the ticket system, escalation paths, and the sites; close Tier 1 tickets on your own
• Days 31 to 60: carry a full Tier 1 and Tier 2 ticket load; take over mobile device provisioning; reconcile asset inventory against what is on the floor
• Days 61 to 90: own telephone records and the ITR duties; publish the first updated SOP and user guide

How Work Is Judged

• Tickets resolved and closed on time to service levels, 95% of the time or better
• Accurate asset inventory and mobile device records at every monthly review
• Documents and reports correct on final submission
• Certification maintained with at least 20 hours of continuing professional development each year

What Sets a Candidate Apart

• Active Secret clearance today
• Microsoft Intune experience
• Experience with ServiceNow, Remedy, or another enterprise ticketing platform
• Navy, Marine Corps, or other Department of Defense help desk experience: ONE-Net, NMCI, or similar enterprise network
• Military IT background (examples: Navy Information Systems Technician (IT), Army 25B, Air Force 3D or 1D7, Marine Corps 06xx)
• CompTIA A+ or Network+ in addition to Security+
• Windows 11 imaging and deployment, Active Directory account support, and VoIP telephone administration
• Already living on Guam or the Marianas

Job Details

• Location: Guam (onsite), Nimitz Hill (Piti) and Naval Base Guam (Santa Rita)
• Occasional work at Marine Corps Base Camp Blaz and Andersen Air Force Base
• Work arrangement: full time, W-2, hourly; no remote work and no telework
• Schedule: Monday to Friday, normal business hours, up to 40 hours per week; no overtime; federal holidays off
• Travel: travel between sites on the island is by your own vehicle
• Relocation/housing/travel: not paid
• Start date: immediate, as soon as clearance and onboarding are complete