Job Description
Position Title: IT Support Associate
Employment Type: Full-Time
Department: Information Technology
Work Location: Guam
Position Overview
We are seeking a dependable, service-oriented IT Support Associate to join our growing organization. This role is responsible for providing frontline technical assistance to employees, maintaining day-to-day system functionality, and ensuring that our technological environment operates efficiently and securely.
The ideal candidate is detail-oriented, highly responsive, customer-focused, and solutions-driven – someone who can balance technical skill with professionalism and clear communication in a fast-paced operational environment.
Key Responsibilities
End-User Support & Troubleshooting
- Serve as the first point of contact for employee IT support via phone, email, and in person.
- Diagnoses and resolve hardware, software, and network-related issues in a timely and professional manner.
- Provide technical assistance for desktops, laptops, printers, mobile devices, and office peripherals.
Systems, Access & Account Management
- Create, modify, and manage user accounts, system access, and permissions across company platforms.
- Support onboarding and offboarding processes including:
- Device preparation
- Account provisioning
- Access removals
Maintenance, Security & Documentation
- Perform routine system maintenance, updates, patches, and security checks.
- Monitor and report potential vulnerabilities or performance issues.
- Maintain accurate documentation of:
- IT assets
- Support tickets
- System changes
- Resolved issues
Office Technology & Infrastructure Support
- Support office-wide technology including:
- Network equipment
- Phones and VoIP systems
- Conference room and AV systems
- Assist with the implementation and enforcement of IT policies, standards, and best practices.
Required Qualifications
- 1–2 years of experience in IT support, helpdesk, or technical support role.
- Working knowledge of:
- Windows Operating Systems
- Microsoft 365
- Basic networking concepts
- Hands-on experience supporting:
- Desktops & laptops
- Printers & scanners
- Mobile devices
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent communication skills with a customer-service mindset.
- Ability to prioritize tasks, manage multiple support requests, and work independently.
Preferred Qualifications
- CompTIA A+, Network+, or similar certifications.
- Experience with:
- Active Directory / Azure AD
- Microsoft Applications
- Familiarity with:
- VoIP phone systems
- Basic network troubleshooting and diagnostics
Core Competencies & Expectations
- High level of professionalism, confidentiality, and discretion
- Strong organizational and documentation skills
- Ability to work cross-functionally with HR, Operations, and Management
- Commitment to data security and compliance best practices
- Self-motivated, adaptable, and responsive under pressure
Position Type/Expected Hours of Work
This is a full-time, salaried position. The standard hours of operation are Monday through Friday, from 8:30 a.m. to 5:30 p.m. However, in alignment with operational requirements, the role may occasionally require flexibility, including working outside of regular business hours.
Travel
There is no travel required for this position at present; however, travel may be required in the future based on business needs.
As per Executive Order 11246 Section 503, & VEVRAA: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.