IT Technical Support Specialist at Resolution… · Naval…

About the Role

We are seeking an IT Technical Support Specialist to provide technical and administrative IT support to the Naval Facilities Engineering Systems Command Marianas (NAVFAC Marianas) Command Information Office (CIO). This position is on-site in Guam and supports the continuous, reliable operation of enterprise IT systems, hardware, software, and helpdesk services for the command.

This is a client-facing role requiring strong troubleshooting skills, professionalism, and the ability to work independently within a military/DoD environment.

• Location: Naval Base Guam / NAVFAC Marianas, Guam (Nimitz Hill, Piti & Santa Rita)
• Employment Type: Full-Time, On-Site (Remote/Telework NOT authorized)
• Schedule: Monday–Friday, up to 40 hours/week, normal business hours (no overtime authorized)
• Clearance Required: Active or ability to obtain interim Tier 3 (T3) Security Clearance
• Citizenship: U.S. Citizens only

Key Responsibilities

• Helpdesk Operations (Tier 1 & Tier 2 Support): Serve as the first point of contact for technical assistance via email, phone, and Microsoft Teams; log, triage, and resolve tickets in the command's enterprise ticketing system.
• Tier 1: Basic troubleshooting (password resets, peripheral connections, software navigation) and ticket routing.
• Tier 2: Diagnose/resolve complex hardware, software, and network connectivity issues; perform installs, configurations, and upgrades; provide on-site/hands-on end-user support.
• Telephone Coordinating Officer (TCO) Support: Coordinate and track command telecommunications, including landlines, VoIP systems, line drops, service requests, and phone directories.
• IT Representative (ITR) & Command Liaison: Serve as liaison between end-users and the CIO IT Office; gather requirements, coordinate equipment deployments, and escalate complex issues.
• Mobile Device Management (MDM): Provision, configure, secure, troubleshoot, and maintain enterprise mobile devices.
• Asset Lifecycle & Database Management: Track IT hardware and software licenses from procurement through deployment and disposal (DRMO); maintain accurate asset logs and records.
• Documentation & Communications: Create and maintain SOPs and user guides; draft user communications on outages, updates, or new capabilities.
• Administrative Support: Provide clerical/administrative assistance, review office automation processes, and manage administrative files.

Required Qualifications

• Citizenship: U.S. Citizenship required.
• Security Clearance: Active Tier 3 (T3) clearance, or ability to obtain an interim T3 prior to onboarding.
• Certification: One of the following:
  • CompTIA Security+, EC-Council Certified Network Defender (CND), GIAC Foundational Cybersecurity Technologies (GFACT), or GIAC Security Essentials Certification (GSEC).
  • Certification must remain active for the life of the contract; minimum 20 hours/year of Continuous Professional Development required.
• • **Experience:**3+ years of IT helpdesk, technical support, or asset management experience preferred; candidates with less experience but strong relevant certifications will be considered.
  • Demonstrated experience with Mobile Device Management (MDM) and enterprise ticketing systems.
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams).
  • Strong written and verbal English communication skills; ability to interpret technical documents/policies and prepare professional correspondence and reports for government civilians, military personnel, and contract management.
  • Ability to work independently on-site with minimal supervision in a non-personal-services contract environment.

Physical Requirements

• Ability to stand/walk for extended periods, including on uneven or rocky surfaces.
• Ability to bend, crouch, stoop, reach, and climb ladders as needed.
• Ability to lift and move IT equipment up to 25 lbs.
• Sufficient vision to identify safety concerns.

Work Environment & Conditions

• Primarily office-based, with some movement of equipment across facilities and worksites.
• Work performed at NAVFAC Marianas facilities: Building 205 (Nimitz Hill, Piti), Building 3179 (Naval Base Guam, Santa Rita), and occasional other sites on Naval Base Guam, Marine Corps Base Camp Blaz, and Andersen AFB.
• Must obtain and maintain base access authorization for Naval Base Guam, including background checks; a Common Access Card (CAC) will be issued due to routine access to DoD networks and installations.
• No remote telework (situational/emergency telework only, with advance COR approval).
• No travel/travel reimbursement authorized under this position.
• Handles Controlled Unclassified Information (CUI); must safeguard sensitive/procurement information and comply with DoD security protocols.

EEO Statement: We are an Equal Opportunity/Affirmative Action/Disability/Vets Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sexual orientation, gender, gender identity, national origin, disability, or protected Veteran status. As an Equal Employment Opportunity/Affirmative Action employer, Resolution Think is committed to providing equal employment opportunity to all job seekers.