Technical Support Specialist
About Smarthost Design Technologies LLC
Smarthost Design Technologies (Smarthost) is a growing innovative information technology and services solution provider. As an SBA 8(a) small business, our customer base spans the commercial and public sectors. With over 15 years of experience providing cybersecurity, cloud, IT infrastructure, and helpdesk support services, our solution and customer satisfaction depends highly on our People strategy. Thus we are interest in you if you have the passion, commitment for your expertise. As an ISO 2015 company, quality is at the heart of our processes. Our company values are fashioned to provide an environment where every team member is welcome and encouraged to participate as a team working together to build a company that others would reckon with.
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.