IT Technical Support Specialist

Clearance: Active Tier 3 clearance preferred; candidate must be able to obtain an interim Tier 3 clearance before onboarding Citizenship: U.S. citizenship required Position Summary Elantis is seeking an experienced IT Technical Support Specialist to provide on-site technical and administrative support Office in Guam. The selected candidate will provide Tier 1 and Tier 2 helpdesk support, end-user troubleshooting, mobile-device administration, IT asset management, telecommunications coordination, technical documentation and general IT operational support. The role is intended to help ensure the continuous and efficient operation of enterprise IT systems, hardware, software and helpdesk services. Key Responsibilities Provide Tier 1 and Tier 2 technical support through email, telephone, Microsoft Teams and the Government’s enterprise ticketing system. Receive, document, categorize, prioritize and resolve end-user incidents and service requests. Troubleshoot desktops, laptops, peripherals, operating systems, software applications and localized network-connectivity issues. Install, configure and upgrade operating systems, software, computer equipment and peripherals. Provide hands-on and remote technical assistance to end users. Support Mobile Device Management activities, including device provisioning, configuration, security enforcement, troubleshooting and ongoing maintenance. Maintain accurate IT asset inventories and lifecycle records for computers, peripherals, multifunction devices and software licenses. Support equipment receipt, assignment, movement, deployment and disposal coordination. Assist with telecommunications and VoIP administration, including telephone service requests, line drops, phone-number allocations and directories. Serve as an IT representative and liaison between end users, the CIO3 office and other technical support teams. Gather IT requirements, coordinate equipment deployments and escalate complex technical issues. Develop and update Standard Operating Procedures, user guides, technical documentation and operational communications. Prepare correspondence, spreadsheets, reports, briefings and other administrative documentation. Support monthly reporting, timesheet validation and accurate invoice-support documentation. Perform other IT-related responsibilities assigned within the scope of the contract. Mandatory Qualifications U.S. citizen. Active Tier 3 security clearance, or ability to obtain an interim Tier 3 clearance before onboarding. Must satisfy DoD Manual 8140.03 requirements for: Work Role Code: 411 Work Role Title: Technical Support Specialist Proficiency Level: Intermediate Must possess and maintain at least one of the following active certifications: CompTIA Security+ EC-Council Certified Network Defender GIAC Foundational Cybersecurity Technologies GIAC Security Essentials Certification A higher-level certification that satisfies the applicable DoD 8140 qualification requirements Ability to work full-time on-site in Guam. Fluent English communication skills, both written and verbal. Ability to prepare professional correspondence, reports and technical documentation. Proficiency with Microsoft Word, Excel, PowerPoint, Outlook and Microsoft Teams. Experience Requirements Approximately three or more years of experience in one or more of the following: IT helpdesk support Desktop or end-user support IT technical support IT asset management Candidates with less than three years may be considered when supported by strong certifications and directly relevant experience. Demonstrated experience with: Enterprise ticketing systems Mobile Device Management platforms Windows desktops and laptops Hardware and peripheral troubleshooting Software installation and configuration Microsoft 365 applications IT inventory and asset tracking VoIP or telecommunications support Technical documentation and SOP development Preferred Qualifications Current residence in Guam or willingness to relocate to Guam. Previous experience supporting the Department of Defense, Department of the Navy or another federal agency. Experience working in a military installation or controlled Government environment. Familiarity with ServiceNow or another enterprise IT service-management platform. Experience supporting iOS or Android devices through an enterprise MDM solution. Knowledge of Government property accountability and equipment-disposal procedures. Experience interacting with Government civilians, military personnel, senior leaders and contracting personnel. Strong customer-service, documentation and organizational skills. Physical Requirements The candidate must be able to: Stand and walk for extended periods. Move through office, equipment and technical work areas. Bend, crouch, stoop, reach and occasionally climb ladders. Lift and move IT equipment weighing up to 25 pounds. Identify and respond to routine workplace and equipment-related safety concerns. Pay: $25.81 - $31.08 per hour Work Location: In person