Technical Support Specialist
Santa Rita, Guam
Technical Support Specialist
Full Time • Santa Rita, Guam
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.
About GBTI
GBTI Solutions, Inc.(GBTI) is revolutionizing how IT works, leveraging innovative and cutting edge technology to deliver time efficient, high-quality, and cost- effective business solutions to government, commercial, and non-profit clients across three continents. Since our founding in 2005, we have delivered customized solutions designed to meet each client's needs and requirements. Our innovative products, GEMS and ION each offer new insight on Human Resources and Physical Assets. GBTI works to truly understand these needs so that we can effectively solve their technical and business challenges while providing added value through a comprehensive solution approach. We deliver our solutions and products through four core practices centered upon Software Development, Data Management, Intelligent Transformation, and Research & Development (R&D): Currently, the GBTI Innovation Lab is working with leading edge technologies like Artificial Intelligence, Machine Learning, Rapid Acquisition and Blockchain for research and development.
Mission Statement
GBTI is revolutionizing how IT works, leveraging innovative and cutting edge technology to deliver time efficient, high- quality, and cost-effective business solutions.
To achieve this mission, GBTI has adopted the following core values:
Mission Statement
GBTI is revolutionizing how IT works, leveraging innovative and cutting edge technology to deliver time efficient, high- quality, and cost-effective business solutions.
To achieve this mission, GBTI has adopted the following core values:
- Quality – Everything we do must meet high and measurable quality standards and applicable requirements.
- Responsiveness – We must listen to our clients and respond quickly to their specific and changing needs. We must respond to problems very quickly and provide timely solutions.
- Care – We must care about our clients. We must care about our people. We must care about each other. We must care about the company that carries our people's dreams.
- Growth – We must help our clients, our people and our company to continually grow in value and capability.
- Fun – We must create a working environment such that clients have fun to work with us and our people have fun to work with each other.
- Improvement – We must monitor, measure, analyze, and evaluation our operations and performance continuously to achieve continual improvement of our operations and performance
As any company, GBTI often faces challenging situations and must make critical decisions. This set of core values are our guiding principles in making tough choices. This set of core values are also the foundation for our business strategy, our recruitment process, our solution methods, our management approaches, and our relationships with our clients and with our people.
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