IT Support Specialist
Santa Rita, Guam
IT Support Specialist
Full Time • Santa Rita, Guam
About the role
Provide on-site IT technical and administrative support to the NAVFAC Marianas Command Information Office (CIO3). You are the command’s first-line helpdesk, on-site technician, asset/MDM tracker, and IT liaison. The work keeps enterprise systems, hardware, software, telecom, and mobile devices running for users across the Marianas AOR.
Essential duties
- Run Tier 1/2 helpdesk via email, phone, and Microsoft Teams; log, triage, prioritize, and close tickets in the command’s enterprise ticketing system.
- Tier 1: password resets, peripherals, basic software support, routing of unresolved tickets.
- Tier 2: diagnose and fix hardware, software, and local network issues; install, configure, and upgrade OS, applications, and peripherals; provide hands-on and remote support.
- Support the Telephone Coordinating Officer (TCO): landlines, VoIP, line drops, service requests, number allocation, and directories.
- Serve as Information Technology Representative (ITR) / command liaison: gather IT requirements, coordinate deployments, escalate complex issues.
- Full Mobile Device Management (MDM): provision, configure, enforce security, troubleshoot, and maintain enterprise mobile devices.
- Manage IT asset lifecycle (workstations, peripherals, MFDs, software licenses) from receipt through movement, custody sheets, inventory, and DRMO disposal coordination.
- Write and maintain SOPs, user guides, and user notices for outages, updates, and new capabilities.
- Provide clerical/admin support to CIO3: files, office automation, status reports, and briefings.
- Perform other IT-related duties as assigned.
Required qualifications
- U.S. citizen.
- Active Secret clearance,
- Current DoD Cyberspace Workforce qualification for Work Role 411 – Technical Support Specialist, Intermediate, with at least one of:
- CompTIA Security+
- EC-Council Certified Network Defender (CND)
- GIAC GFACT
- GIAC GSEC
- Higher-level qualifying certs are acceptable. Must stay current and complete at least 20 hours of CPD per year (or the cert’s own CE requirement, whichever is greater).
- Demonstrated helpdesk / technical support and asset-management experience (about 3 years preferred; less acceptable if certs and relevant work are strong).
- Hands-on MDM and enterprise ticketing experience.
- Fluent spoken and written English; able to work with senior civilians and military personnel.
- Strong Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams).
- Able to read and apply command policy, technical manuals, and SOPs.
Physical / work environment
Primarily office and server-room work, plus on-site user support. Must be able to stand for long periods; walk on uneven surfaces; bend, crouch, stoop, reach; climb ladders; and lift/move IT equipment up to 25 lbs. Sufficient vision to identify safety issues. Work is CUI; no remote work as the normal mode.
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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