Technical Support Specialist

Aspetto, Inc. is hiring a Technical Support Specialist to deliver on-site Tier 1 and Tier 2 IT support for the NAVFAC CIO3 Office within the Marianas Area of Responsibility. The position primarily supports locations at Naval Base Guam and will cover helpdesk operations, troubleshooting, IT asset management, documentation, deployments, and mobile device and telecommunications support.

This full-time role is based on-site (remote work is not available) and aligns with NAVFAC Marianas operating hours, with coverage across multiple NAVFAC facilities as operational needs require.

Responsibilities

• Provide Tier 1 and Tier 2 technical support to end users by phone, email, Microsoft Teams, and in person.
• Receive, document, prioritize, troubleshoot, and resolve IT support tickets.
• Act as the initial point of contact for user technical issues.
• Troubleshoot password, workstation, peripheral, software, and connectivity problems.
• Diagnose and resolve more advanced hardware, software, and localized network issues.
• Install, configure, upgrade, and troubleshoot operating systems, software applications, workstations, and peripherals.
• Escalate complex technical issues to the appropriate support teams when needed.
• Provide hands-on technical assistance throughout supported NAVFAC facilities.
• Support enterprise ticketing and helpdesk systems and maintain accurate ticket documentation.
• Assist with provisioning, configuring, securing, troubleshooting, and maintaining enterprise mobile devices.
• Support Mobile Device Management (MDM) activities.
• Coordinate telecommunications requirements, including VoIP systems, telephone lines, service requests, and phone assignments.
• Assist with IT equipment deployments and coordinate user technology requirements.
• Track and maintain IT hardware, software licenses, workstations, peripherals, and multifunction devices.
• Support the full IT asset lifecycle from receipt and deployment through disposition.
• Maintain accurate IT asset databases, inventory records, and equipment documentation.
• Develop and maintain Standard Operating Procedures (SOPs), technical documentation, and user reference guides.
• Prepare user communications related to outages, system changes, upgrades, and new IT capabilities.
• Provide administrative and operational support to the CIO3 IT Office.
• Maintain records, files, reports, and other IT administrative documentation.

Requirements

• U.S. Citizen
• Minimum 3 years of IT helpdesk, desktop support, technical support, or related IT experience preferred.
• Hands-on experience troubleshooting computer hardware, software, peripherals, and user connectivity issues.
• Experience working with enterprise helpdesk or IT ticketing systems.
• Experience supporting or administering Mobile Device Management (MDM) environments.
• Proficiency with Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
• Strong verbal and written communication skills.
• Ability to read and interpret technical documentation, policies, procedures, and user manuals.
• Ability to prepare professional correspondence, reports, and technical documentation.
• Ability to work independently in an on-site customer environment.
• Experience troubleshooting computer hardware, and software: 2 years (Required).
• Mobile Device Management (MDM) platforms: 1 year (Required).

Technologies

• Microsoft Office, Outlook, Word, Excel, PowerPoint
• Microsoft Teams
• Mobile Device Management (MDM)
• VoIP

Benefits

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Relocation assistance
• Tuition reimbursement
• Vision insurance

Certification Requirement

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

Security Clearance

• Candidates must possess an active Tier 3 (T3) security clearance/investigation eligibility or be able to obtain the required interim eligibility prior to beginning work.
• Employment is contingent upon meeting all applicable government security requirements.
• Confidential (Preferred)

Physical Requirements

• Ability to stand and walk for extended periods
• Ability to work on rough or uneven surfaces
• Ability to bend, crouch, stoop, and reach as required
• Ability to climb ladders when necessary to access IT equipment
• Ability to lift and move IT equipment weighing up to 25 pounds

Work Schedule and Location

• Full-time, 40 hours per week
• Monday through Friday
• Schedule aligned with NAVFAC Marianas operating hours
• On-site position; remote work is not available
• Federal holidays observed in accordance with the applicable government schedule
• Location: Guam, GU (onsite)
• Primary support at Naval Base Guam, including:
  • Nimitz Hill
  • Naval Base Guam
  • Other NAVFAC Marianas facilities as operationally required
• Candidates must have reliable transportation to travel between supported locations.