IT Support Associate

Job Description

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.

Full-time