Job Title: Technical Support Specialist
Employment Type: Full-Time – Up to 40 hours per week
Employment Status: Contingent Upon Contract Award
Customer Agency: Naval Facilities Engineering Systems Command (NAVFAC) Marianas – Command Information Office (CIO3 Office)

Work Location: On-Site

Place of Performance:

• Naval Facilities Engineering Systems Command (NAVFAC) Marianas facilities:
• • Building 205, Halsey Drive, Nimitz Hill, Piti, Guam 96915.
  • Building 3179, Sumay Drive, Naval Base Guam, Santa Rita, Guam 96915.
• Additional Government facilities as required:
• • Marine Corps Base Camp Blaz, Guam.
  • Andersen Air Force Base, Guam.

Position Overview

The Technical Support Specialist will provide Information Technology (IT) technical and administrative support to the Naval Facilities Engineering Systems Command (NAVFAC) Marianas Command Information Office (CIO3 Office). The position supports daily enterprise IT operations by delivering Tier 1 and Tier 2 helpdesk services, managing IT assets, supporting Mobile Device Management (MDM), coordinating telecommunications activities, and maintaining technical documentation.

The successful candidate will support reliable and efficient IT service delivery throughout the Marianas Area of Responsibility (AOR) by troubleshooting hardware and software issues, resolving user support requests, maintaining enterprise IT assets, supporting mobile device operations, and assisting with command IT processes.

This position requires experience supporting enterprise IT environments, helpdesk operations, ticket management systems, Windows operating systems, Microsoft Office applications, hardware and software troubleshooting, asset lifecycle management, and technical documentation.

The Technical Support Specialist will work independently under contractor management while supporting NAVFAC Marianas operations in accordance with the Performance Work Statement (PWS) and Performance Assessment Plan (PAP).

Essential Duties and Responsibilities

• Provide Tier 1 and Tier 2 technical support to Government users through multiple support channels, including:
• • Email.
  • Telephone.
  • Microsoft Teams.
  • Enterprise ticket tracking systems.
• Monitor, evaluate, document, and resolve user support requests within approved enterprise ticketing systems.
• Perform installation, configuration, troubleshooting, and maintenance activities for:
• • Desktop and laptop computers.
  • Computer peripherals.
  • Operating systems.
  • Software applications.
  • End-user computing equipment.
• Provide on-site and remote technical support to users across NAVFAC Marianas facilities.
• Diagnose and resolve hardware, software, connectivity, and user access issues.
• Support Mobile Device Management (MDM) operations, including:
• • Provisioning enterprise mobile devices.
  • Configuring device security settings.
  • Troubleshooting mobile device issues.
  • Maintaining device compliance.
  • Supporting mobile device lifecycle activities.
• Support IT asset lifecycle management activities, including:
• • Procurement coordination.
  • Asset receipt and inventory.
  • Equipment deployment.
  • Asset tracking.
  • Equipment relocation.
  • Disposal coordination.
• Maintain accurate IT asset records, custody documentation, and inventory databases.
• Coordinate equipment disposition activities through the Defense Reutilization and Marketing Office (DRMO).
• Support telecommunications operations, including:
• • Voice over IP (VoIP) systems.
  • Legacy telephone systems.
  • Telephone service requests.
  • Telephone directories.
• Provide technical support to the Telephone Coordinating Officer (TCO) for telecommunications-related activities.
• Serve as an Information Technology Representative (ITR) and technical liaison between:
• • End users.
  • NAVFAC Marianas CIO3 Office.
  • Government representatives.
  • Contractor management.
• Develop, update, and maintain technical documentation, including:
• • Standard Operating Procedures (SOPs).
  • User reference guides.
  • Technical manuals.