IT Support Specialist

Summary

Join Hexagon US Federal's Guam IT Customer Support Team as an IT Support Specialist! You will provide crucial IT support to optimize operational efficiency, resolving technical issues and maintaining hardware and software. Responsibilities include Tier 1, 2, and some Tier 3 support, general network support for end devices, on-site support for fly-away teams, security assessments, and equipment inventory maintenance. You'll need at least 2 years of customer service experience with Windows OS knowledge, plus advanced technical skills. A Secret security clearance is required (US Citizenship and Guam residency are mandatory). In return, enjoy competitive benefits including health, dental, vision, 401k matching, life and disability insurance, a learning management system, tuition reimbursement, flexible work arrangements, paid holidays, a wellness program, and more.

Requirements

• Have at least 2 years’ experience in providing customer focused service with knowledge of Windows operating systems
• Possess exceptional ability to provide technical support and resolve queries
• Have in-depth knowledge of computer hardware, software, and networks
• Possess the ability to determine IT needs and train end-users
• Have experience in documenting processes and monitoring performance metrics
• Possess advanced knowledge of database maintenance and system security
• Possess the ability to keep up with technical innovation and trends in IT support
• Possess exceptional interpersonal and communication skills
• Have a Secret security clearance
• Be a US Citizen
• Reside in Guam

Responsibilities

• Provide the organization with information technology support to optimize operational efficiency
• Resolve technical issues
• Maintain hardware and software installations
• Improve IT systems
• Provide technical support in Tier 1, Tier 2, and sometimes resolve problems that fall in the Tier 3 level
• Provide general network support for customer such as end device support such as VoIP, fax, printers, WYSE, and thick clients, web cameras, upgrade and re-image laptops
• Provide on-site customer support to fly-away teams such as setting up user accounts, logon process, setting up print queues, and accessing portals
• Perform periodic security assessments
• Update equipment inventory system
• Assist customers in resolving access problems, printer problems, et
• Assist with procurement of IT equipment
• Maintain Emergency Control Center (ECC) IT equipment

Preferred Qualifications

CompTIA Security+ Certificate

Benefits

• Competitive health care plans with savings accounts
• Dental and vision plans
• 401k with 100% company match up to 6%, with immediate vesting on company match
• Life and disability insurance
• Learning Management System with robust offerings
• Tuition Reimbursement Program
• Flexible hybrid and remote working arrangements where possible
• 13 paid holidays per year
• Thrive Wellness Program
• DE&I and Veterans’ focused Employee Resources Groups with regular educational sessions and communications
• Leadership Development Program with multiple learning options