Help Desk Support Specialist with Secret Clearance

Founded in 1989, CALNET, Inc. has become one of the fastest growing privately held companies in the Technology, Intelligence Analysis, and Language Services consulting arena. Headquartered in Reston, VA, CALNET employees deliver true value to our customers by employing best practices, world-class technologies industry expertise in every project. CALNET is ISO 9001, ISO 20000, and CMMI-Level III certified  

As a Prime Government Contractor for a major government institution, we are currently searching for a talented Help Desk Support Specialist with Secret Clearance to work in Guam

Job Requirements 

This position provides support services to satisfy the overall operational objectives of NAVFAC Marianas. The primary objective is to provide IT technical and administrative support to the NAVFAC CIO3 Office within the Marianas Area of Responsibility (AOR) to ensure the continuous and efficient operation of enterprise IT systems, hardware, software, and helpdesk services.

Key Responsibilities 

• Helpdesk Operations & Tier 1/2 Support: Provide comprehensive helpdesk services via email, telephone, and Microsoft Teams, actively monitoring, triaging, and resolving tickets within the command’s Enterprise ticket tracking systems to minimize user downtime.
  • Tier 1 (Basic Support & Triage): Serve as the initial point of contact for technical assistance. Receive, log, categorize, and prioritize incoming requests. Perform basic troubleshooting (e.g., password resets, peripheral connections, basic software navigation support), and route unresolved tickets to appropriate support groups.
  • Tier 2 (Advanced Technical Support): Diagnose and resolve more complex hardware, software, and localized network connectivity issues. Perform hands-on or remote installation, configuration, and upgrades of operating systems, software applications, and computer peripherals. Provide physical and on-site technical assistance to end-users as required.
• Telephone Coordinating Officer (TCO) Support:
  • Provide support to the command's designated TCO.
  • Responsibilities are limited to the coordination, management, and tracking of command telecommunications, to include legacy landlines, Voice over IP (VoIP) systems, telephone line drops, service requests, and phone number allocations/directories.
• Information Technology Representative (ITR) & Command Liaison:
  • Act as the command’s ITR and technical liaison between end-users and the CIO3 IT Office.
  • Gather command IT requirements, coordinate equipment deployments, collaborate with internal IT teams to resolve technical conflicts, and smoothly escalate complex issues to appropriate support channels.
• Mobile Device Management (MDM):
  • Deliver complete MDM support, including the provisioning, configuration, security enforcement, troubleshooting, and continuous maintenance of enterprise mobile devices for end-users.
• Asset Lifecycle & Database Management:
  • Support the management of the full lifecycle of IT hardware (Workstations, Peripherals, Multi-Function Devices [MFDs]), and software licenses from initial procurement and receipt, through tracking, physical movement, and deployment, to final disposal coordination via the Defense Reutilization and Marketing Office (DRMO).
  • Maintain accurate IT records and asset logs via continuous data entry.
• Documentation & Technical Communications:
  • Create, update, and maintain technical documentation, including Standard Operating Procedures (SOPs) and user reference guides.
  • Draft and disseminate user communications regarding system outages, planned updates, or new IT capabilities.
• Administrative Support & Process Analysis:
  • Provide clerical and administrative assistance to the NAVFAC CIO3 IT Office, to include reviewing office automation processes, managing administrative files/records, and supporting daily operational requirements.
• Other Duties: Perform other IT-related duties as assigned.
• Helpdesk & Support Tracking:
  • Timely resolution, routing, and detailed documentation of Tier 1 and Tier 2 support tickets within the designated Enterprise Ticket Tracking System in accordance with command standards.
• Asset & MDM Records: Accurate and up-to-date IT asset inventory logs, lifecycle tracking (including procurement and DRMO disposal documentation), completed Individual Property Custody Sheets for assigned user equipment, and Mobile Device Management (MDM) provisioning records.
• Telecommunications (TCO) Logs: Maintained and accurate telecommunications tracking, including current phone number allocations, command telephone directories, and VoIP/landline service requests.
• Technical Documentation & Communications: Production and routine maintenance of IT technical documentation (e.g., Standard Operating Procedures [SOPs] and user reference guides), as well as drafted communications regarding system outages or planned updates.
• Administrative & ITR Reporting: Correspondence, spreadsheets, routine status reports, and briefings reflecting command IT requirements, equipment deployments, and daily administrative operations.
• Quality & Formatting: Effective use of Microsoft Office software (Word, Excel, PowerPoint, Teams) and other designated tools to provide high-quality deliverables in a timely and responsive manner.

Certifications (Required):

1.      COMPTIA Security+ or EC-Council Certified Network Defender (CND) or GIAC Foundational Cybersecurity Technologies (GFACT) or GIAC Security Essentials Certification (GSEC)

Typical Educational/Experience Requirements 

• Bachelor’s degree in Computer Science, IT, or equivalent experience.
• US Citizen
• Active Secret Clearance
• Have a minimum of 3 years of IT Helpdesk, technical support, or asset management experience performing tasks identified herein desired, but less is acceptable with emphasis on relevant experience and certifications.
• Have demonstrated experience and knowledge of Mobile Device Management (MDM) and enterprise ticketing systems.
• Have the ability to communicate in English fluently and effectively in oral and writing.
• Have demonstrated the ability to read and interpret command policies, technical documents, and manuals.
• Have demonstrated the ability to prepare correspondence, written reports, and communicate work effectively with other governmental professionals, client representatives of various backgrounds (including Government senior civilians, and military personnel), and contract management.
• Have demonstrated experience in the use and application of Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
• Be capable of the physical exertion required to perform the necessary services such as long periods of standing; walking over rough, uneven or rocky surfaces; recurring bending, crouching, stooping, and reaching; climbing upon ladders; lifting and moving IT equipment (up to 25 lbs); and other physical activity common to the performance of such duties and have sufficient vision to identify safety concerns.

This opportunity is onsite in Guam

CALNET, Inc. offers a competitive salary and a generous benefits package.  This package includes medical, dental, vision, life, short- and long-term disability insurances, a 401(k)-retirement savings plan, and generous leave time.

CALNET, Inc. is an Equal Opportunity Employer. EEO/M/F/D/V