IT Technical Support Specialist

About Pivot Path Solutions

Pivot Path Solutions, LLC is an enterprise IT and business solutions firm based in the National Capital Region. We support Department of Defense, federal civilian, and Intelligence Community customers with mission-focused technology, financial management, data, cybersecurity, and program operations expertise. Pivot Path is an SBA-certified 8(a), Women-Owned Small Business and holds an active Top Secret Facility Clearance.

Position Overview

Location: Guam - NAVFAC Marianas facilities
Work Arrangement: Full-time, onsite
Schedule: Up to 40 hours per week, Monday-Friday, excluding federal holidays
Citizenship: U.S. citizenship required
Clearance: Active Tier 3 clearance or ability to obtain an interim Tier 3 clearance before onboarding

Position Summary

The IT Technical Support Specialist will provide Tier 1 and Tier 2 technical, helpdesk, telecommunications, mobile-device, and IT asset-management support to the NAVFAC Marianas Command Information Office. The position supports the continuous and efficient operation of enterprise hardware, software, mobile devices, telecommunications, and end-user services throughout the Marianas Area of Responsibility.

Key Responsibilities

• Provide Tier 1 and Tier 2 helpdesk support through email, telephone, and Microsoft Teams.
• Monitor, document, prioritize, resolve, and route tickets using the command’s enterprise ticketing system.
• Serve as the initial point of contact for technical assistance.
• Perform password resets, peripheral setup, basic software support, and initial troubleshooting.
• Diagnose complex hardware, software, peripheral, and localized network-connectivity problems.
• Install, configure, upgrade, and troubleshoot operating systems, software applications, and computer peripherals.
• Provide hands-on, onsite technical assistance to end users.
• Support the Telephone Coordinating Officer with:
  • Legacy landlines and Voice over IP systems
  • Telephone line drops and service requests
  • Phone-number assignments and directories
  • Telecommunications tracking and coordination
• Serve as an Information Technology Representative and liaison between end users and the CIO3 IT Office.
• Gather IT requirements, coordinate equipment deployments, escalate complex issues, and collaborate with internal technical teams.
• Provision, configure, secure, troubleshoot, and maintain enterprise mobile devices through Mobile Device Management systems.
• Manage the lifecycle of workstations, peripherals, multifunction devices, mobile devices, and software licenses.
• Maintain accurate inventories, asset databases, custody records, movement logs, and deployment records.
• Coordinate the procurement, receipt, transfer, and DRMO disposal of IT equipment.
• Create and maintain SOPs, user guides, technical documentation, reports, spreadsheets, and briefings.
• Draft user communications concerning system outages, planned maintenance, updates, and new IT capabilities.
• Provide administrative and records-management support to the CIO3 IT Office.
• Review office-automation processes and recommend operational improvements.

Required Qualifications

• U.S. citizen.
• Active Tier 3 clearance or ability to obtain an interim Tier 3 clearance before onboarding.
• Experience providing IT helpdesk, technical support, or IT asset-management services.
• Demonstrated knowledge of:
  • Tier 1 and Tier 2 helpdesk operations
  • Enterprise ticketing systems
  • Mobile Device Management
  • Hardware and software installation
  • IT inventory and asset-lifecycle management
  • Basic network-connectivity troubleshooting
• Ability to read and interpret technical manuals, command policies, and operating procedures.
• Strong written and verbal English communication skills.
• Ability to prepare reports and communicate effectively with military personnel, government civilians, end users, and contract management.
• Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, and Teams.

Experience

Three years of relevant IT helpdesk, technical-support, or asset-management experience is preferred. Candidates with less experience may be considered based on the strength of their certifications and directly relevant experience.

Mandatory Certification

Must possess and maintain at least one approved DoD 8140.03 certification for Work Role Code 411 - Technical Support Specialist, Intermediate Level:

• CompTIA Security+
• EC-Council Certified Network Defender
• GIAC Foundational Cybersecurity Technologies
• GIAC Security Essentials Certification

The employee must maintain active certification status and complete at least 20 hours of annual continuing professional development, or the minimum required by the certification, whichever is greater.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to walk over rough or uneven surfaces.
• Ability to bend, crouch, stoop, reach, and climb ladders.
• Ability to lift and move IT equipment weighing up to 25 pounds.
• Sufficient vision to identify workplace and equipment-related safety concerns.

Place of Performance

Primary work locations include:

• Building 205, Halsey Drive, Nimitz Hill, Piti, Guam
• Building 3179, Sumay Drive, Naval Base Guam, Santa Rita, Guam

Occasional onsite support may also be required at Naval Base Guam, Marine Corps Base Camp Blaz, and Andersen Air Force Base. Remote telework is generally not authorized.

Equal Employment Opportunity

Pivot Path Solutions, LLC is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other status protected by applicable law.