IT Support Apprentice

The IT Support Apprentice (Desktop Support) provides entry-level technical support for end-user computing devices and peripheral equipment under the guidance of senior IT staff. This role is responsible for assisting with installation, maintenance, troubleshooting, and basic repair of laptops, desktops, printers, and other endpoint devices.

The apprentice supports daily IT operations by responding to service requests, performing basic break/fix tasks, assisting with operating system and application installations, and learning patching and endpoint security processes. The role emphasizes hands-on training, skill development, and adherence to established procedures while delivering timely and professional support to end users.

Responsibilities

Process and Compliance

• Follow IT support procedures and escalation processes.
• Log and update all incidents and service requests in the ticketing system.
• Ensure compliance with IT policies, security standards, and asset management.
• Support audit requirements related to endpoint compliance and system hardening.

End-User Support

• Provide basic technical support for desktops, laptops, printers, and peripherals under supervision.
• Assist in troubleshooting hardware, software, operating system, and basic connectivity issues.
• Support user requests related to login access, email, printers, and standard applications.
• Provide on-site and remote support with guidance from senior IT personnel.
• Assist with device setup, relocation, and equipment recovery.

Hardware and Software Maintenance

• Assist in installing and configuring desktop and laptop operating systems.
• Support installation and setup of standard business applications.
• Assist in performing operating system updates and patching activities under supervision.
• Participate in imaging and reimaging of endpoint devices.
• Perform basic hardware replacements and assist in troubleshooting device issues.Support printer setup and basic maintenance.

Security and Vulnerability Support

• Assist in identifying and reporting endpoint issues related to security or system performance.
• Ensure endpoint protection tools are properly installed and functioning under supervision.
• Report any suspicious activity or potential security incidents to senior IT staff.
• Learn and follow best practices related to endpoint security and patch management.

Reporting and Documentation

• Maintain accurate ticket updates, notes, and resolution details.
• Assist in tracking IT assets and inventory records.
• Communicate with users regarding ticket status and basic troubleshooting steps.
• Coordinate with team members and escalate issues when required.

Training and Development

• Participate in on-the-job training and technical skill development activities.
• Learn desktop support processes, tools, and technologies used within the organization.
• Assist in IT projects such as device refresh, OS upgrades, and deployments.
• Develop foundational knowledge in endpoint management, networking, and IT security.

Required Qualifications, Capabilities, And Skills

• High school diploma or successful completion of the GED program
• Must be a US citizen or resident alien.
• Must be at least 18 years of age or older.
• Must have been a resident of Guam for a period not less than three (3) consecutive years before entry into the program.
• Mayor’s Verification must be submitted upon hire.
• Must be able to attend a minimum of two (2) classes per semester as identified by program coordinator, while working forty (40) hours per week with IT&E.

Preferred Qualifications, Capabilities, And Skills

• No prior experience required, or up to one (1) year of IT support or technical experience preferred.
• A+, Network+, or equivalent entry-level IT certifications are desirable but not required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. The physical activity of this position includes, reaching, walking, fingering, picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling, grasping, feeling, talking, hearing, and repetitive motions.

The physical requirements of this position involve heavy work: Exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.

For visual acuity requirements including color, depth perception and field of vision, the worker is required to have visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.

Working Conditions

The worker is subject to both environmental conditions: Activities occur inside and outside. The worker is subject to extreme heat: Temperatures above 100 degrees for periods of more than one hour. Consideration should be given to the effect of other environmental conditions such as wind and humidity. The worker is subject to noise: There is sufficient noise to cause the worker to shout in order to be heard above the ambient noise level. The worker is subject to vibration: Exposure to oscillating movements of the extremities or whole body. The worker is subject to hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals. The worker is subject to atmospheric conditions: One or more of the following conditions that affect the respiratory system of the skin: Fumes, odors, dusts, mists, gases or poor ventilation. The worker is subject to oils: There is air and/or skin exposure to oils and other cutting fluids. The worker frequently is in close quarters, crawl spaces, shafts, man holes, small enclosed rooms, small sewage and water line pipes, and other areas which could cause claustrophobia. The worker is required to function in narrow aisles or passageways.

About IT&E

Formerly Micronesian Telecommunications Corp, IT&E was a part of Verizon International. CITADEL acquired IT&E in 2005 after successfully navigating the US CIFUS process and the Federal Communications Commission. In 2006, a partnership was established with Sumitomo Corporation, one of Japan’s largest trading houses, which invested in the company as part of its telecommunications push. The company acquired IT&E in Guam, and together, became the largest wireless provider in Micronesia. The entire company was renamed IT&E. IT&E was the first in the region to offer 3G services with the launch of CDMA EVDO in 2009. It soon followed with the launch of 4G LTE in 2011.

We offer a competitive total rewards package which includes a base salary determined by factors such as role, experience, skill set, and location. Additionally, eligible employees may receive discretionary bonuses based on both company performance and individual achievements. Our benefits and programs are designed to meet the needs of our employees and are benchmarked to the market. Detailed information regarding compensation and benefits will be shared during the hiring process.

As an Equal Opportunity/Affirmative Action Employer, we afford equal opportunity to all applicants and employees for hire and promotion without regard to race, color, national origin, gender, age, marital status, religion, veteran status, gender identity, sexual orientation, pregnancy or disability or genetic information. IT&E is a Drug Free Workplace.