Help Desk Technician

Piti, Guam, Guam

Full Time

Department of Defense (DoD)

Mid Level

Title: Help Desk Technician
Location: Guam
Schedule: Full Time, Monday-Friday, up to 40 hours per week
Salary: $44,000-$65,000 annually

KMRG, LLC (KMRG) is a federal services company that hires talented professionals to support Government agencies and the communities they serve. We are hiring a Help Desk Technician to support the Naval Facilities Engineering Systems Command Marianas (NAVFAC Marianas) Command Information Office in Guam.
In this role, you will provide hands-on Tier 1 and Tier 2 technical support, troubleshoot hardware and software issues, support mobile devices and telecommunications, maintain IT equipment and asset records, and assist users across NAVFAC Marianas facilities.

Applications will be reviewed as they are received. Apply today!

RESPONSIBILITIES
Helpdesk & Technical Support

Provide Tier 1 and Tier 2 helpdesk support by email, telephone, Microsoft Teams, and the command ticketing system
Receive, log, categorize, prioritize, and route incoming technical support requests
Perform basic troubleshooting, including password resets, peripheral connections, and software-navigation support
Diagnose and resolve hardware, software, operating-system, application, peripheral, and localized network issues
Install, configure, and upgrade operating systems, software applications, and computer peripherals
Provide hands-on and remote technical assistance to end users as required
Escalate complex issues to the appropriate support teams and track them through resolution

Mobile Devices, Telecommunications & IT Assets

Provision, configure, secure, troubleshoot, and maintain enterprise mobile devices through Mobile Device Management
Support command telecommunications, including landlines, Voice over IP, line drops, service requests, and phone-number directories
Coordinate IT equipment deployments and serve as a liaison between users and the CIO3 IT Office
Track IT hardware and software assets from procurement and receipt through movement, deployment, and disposal
Maintain accurate asset inventories, equipment records, software-license information, and Individual Property Custody Sheets
Coordinate disposal of eligible IT equipment through the Defense Reutilization and Marketing Office

Documentation, Coordination & IT Operations

Create and update Standard Operating Procedures, user reference guides, and other technical documentation
Draft user communications regarding system outages, planned updates, and new IT capabilities
Prepare correspondence, spreadsheets, status reports, and briefings supporting command IT requirements and equipment deployments
Review office-automation processes and support improvements to day-to-day IT workflows
Maintain administrative files and records supporting CIO3 operations
Perform related IT technical and administrative duties within the scope of the position

Customer Support & Command Coordination

Provide responsive, professional customer service to Government civilians and military personnel
Gather user and command IT requirements and coordinate with internal IT teams to resolve technical conflicts
Read and apply command policies, technical documents, manuals, and established procedures
Support accurate and timely completion of assigned tickets, records, reports, and other deliverables

REQUIRED BACKGROUND

Relevant experience in IT helpdesk, technical support, desktop support, or IT asset management
Experience troubleshooting computer hardware, software, peripherals, and localized network issues
Demonstrated experience with enterprise helpdesk or ticketing systems
Demonstrated experience supporting or administering mobile devices through Mobile Device Management
Experience tracking IT assets, equipment, inventory, property records, or equipment lifecycle activities
Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, and Teams
Strong written and oral communication skills and ability to read and apply technical procedures and command policies
Must possess at least one qualifying DoD 8140 certification before onboarding: CompTIA Security+, EC-Council CND, GFACT, GSEC, or an approved higher-level certification
Must maintain required certification and complete at least 20 hours of Continuous Professional Development annually, or the certification-maintenance minimum if greater

PREFERRED BACKGROUND

Three or more years of IT helpdesk, technical support, or asset-management experience
Experience supporting Department of Defense, Department of the Navy, or other federal Government users
Experience with telecommunications or Voice over IP service coordination
Experience with IT equipment custody, inventory, deployment, or disposal processes

LOCATION
100% On-Site at NAVFAC Marianas facilities in Piti, Guam 96915 and Santa Rita, Guam 96915, with occasional support at other NAVFAC sites on:

Naval Base Guam
Marine Corps Base Camp Blaz Guam
Andersen Air Force Base Guam

SECURITY / ACCESS

U.S. citizenship is required
Must have an active Tier 3 (T3) clearance or be able to obtain an interim T3 before onboarding
Prior T3 clearances may qualify if reactivated before Government onboarding
Must obtain required Naval Base Guam access and a Common Access Card (CAC)
Employment is contingent on meeting Government security, access, credentialing, and CUI requirements

PHYSICAL REQUIREMENTS

Ability to stand and walk throughout office, server-room, and work-site environments as required
Ability to bend, crouch, stoop, reach, and climb ladders as needed to support IT equipment
Ability to lift and move IT equipment weighing up to 25 pounds

******************
KMRG, LLC is an Equal Opportunity/Affirmative Action (EEO/AA) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, gender identity, sexual orientation, ancestry, national origin, age, marital or civil partnership status, mental disability, physical disability, medical condition, pregnancy, maternity status, political affiliation, military or veteran status, genetic information, traits historically associated with race, or any other basis prohibited by federal, state, and/or local law.

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Help Desk Technician

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