Technical Support Specialist

About the Role

Smarthost Design Technologies, LLC is seeking a Technical Support Specialist to join our Government Services team and provide on-site IT technical and administrative support in Santa Rita-Sumai, Guam.

In this role, you will support users in a federal government IT environment and help maintain reliable day-to-day technology operations. You will provide Tier 1 and Tier 2 technical support, manage service requests, support mobile devices and telecommunications, maintain IT asset records, and assist with technical documentation and administrative IT activities.

This is a full-time, on-site position in Guam. The selected candidate must be able to work on-site Monday through Friday during normal business hours.

What you'll do

• Provide Tier 1 and Tier 2 helpdesk support through telephone, email, Microsoft Teams, and in-person assistance.
• Receive, document, categorize, prioritize, troubleshoot, resolve, and escalate incidents and service requests using an enterprise ticketing system.
• Diagnose and resolve hardware, software, peripheral, and localized network connectivity issues.
• Install, configure, maintain, and upgrade workstations, operating systems, software applications, and computer peripherals.
• Support Mobile Device Management (MDM), including device provisioning, configuration, security enforcement, maintenance, and troubleshooting.
• Maintain accurate IT asset records and assist with equipment receipt, assignment, deployment, transfer, inventory, tracking, and disposal.
• Support telecommunications requirements, including landlines, Voice over IP (VoIP), telephone service requests, phone drops, and directory updates.
• Coordinate IT requirements, service requests, and equipment deployments with users and technical teams.
• Develop and maintain Standard Operating Procedures (SOPs), user guides, technical instructions, and other IT documentation.
• Communicate planned outages, system updates, and new IT capabilities to users and stakeholders.
• Prepare correspondence, spreadsheets, reports, presentations, and other administrative documentation.
• Perform additional IT technical and administrative support activities as required.

Qualifications

• Must be a U.S. citizen.
• Must possess an active qualifying cybersecurity certification. Acceptable certifications include at least one of the following:
  • CompTIA Security+
  • EC-Council Certified Network Defender (CND)
  • GIAC Foundational Cybersecurity Technologies (GFACT)
  • GIAC Security Essentials Certification (GSEC)
  • An applicable higher-level qualifying certification
• Must be able to satisfy the required Tier 3 (T3) security clearance requirement prior to onboarding and commencement of work.
• Experience providing IT helpdesk, technical support, and/or IT asset management services. Three or more years of relevant experience is preferred.
• Experience with Mobile Device Management (MDM) and enterprise ticketing systems.
• Experience troubleshooting computer hardware, software, peripherals, and network connectivity issues.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Strong written and verbal communication skills in English.
• Ability to read and interpret technical policies, procedures, manuals, and other documentation.
• Ability to prepare professional correspondence, reports, and technical documentation.
• Ability to work effectively with end users, technical personnel, and organizational stakeholders.
• Ability to perform the physical requirements of the position, including lifting and moving IT equipment weighing up to 25 pounds.
• Must be available to work full-time on-site in Guam.

Work Location & Schedule

• Location: Santa Rita-Sumai, Guam, supporting a U.S. Federal Government IT environment. Work may also be required at other designated Government facilities in Guam based on operational requirements.
• Work Arrangement: On-site. Regular remote telework is not authorized. Situational or emergency telework may be permitted only when authorized by the Government.
• Schedule: Full-time, up to 40 hours per week, Monday through Friday, excluding Federal holidays.
• Anticipated Start Date: Late September 2026.
• Employment: Contingent upon contract award and satisfaction of applicable Government security, credentialing, access, certification, and onboarding requirements.

Benefits

• Medical health insurance
• Dental insurance
• 401(k) matching
• Paid time off (PTO)
• Professional development assistance

Smarthost Design Technologies, LLC is an Equal Opportunity Employer.