Journeyman Customer Service & Technical Support Specialist – IT Help Desk Operations (San Rita, Guam)

About arenaflex – Empowering Mission‑Critical Technology Solutions

arenaflex is a leading provider of cutting‑edge technology platforms and professional services that enable government agencies and their partners to make smarter, faster operational decisions. As an independent subsidiary dedicated to serving the United States Federal government, arenaflex delivers a broad portfolio of geospatial, sensor, and data analytics solutions that directly support national security, public safety, and critical infrastructure missions. Our commitment to innovation, reliability, and customer success drives everything we do, and we are looking for passionate professionals who want to make a tangible impact on the nation’s most important initiatives.

Position Overview – Journeyman Customer Service & Tech Support (IT)

Located in San Rita, Guam, the Journeyman Customer Service & Tech Support role is the backbone of arenaflex’s Help Desk operation. You will be the first point of contact for end‑users, ensuring that every service request is logged, prioritized, and resolved with professionalism, speed, and technical excellence. This role blends strong interpersonal communication with solid technical troubleshooting, covering everything from desktop and mobile device support to multi‑functional printer maintenance and ticket‑system management.

Key Responsibilities

• Operate the IT Help Desk as a high‑performing service hub, responding to inbound calls, emails, and ticket submissions in a courteous and timely manner.
• Accurately log each user interaction, capturing detailed fault information, troubleshooting steps taken, and resolution outcomes.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues on a variety of end‑user devices, including Windows PCs, laptops, iPhones, iPads, Android tablets, and multifunction printers.
• Utilize the organization’s ticketing platform to assign, track, and close service requests according to established Service Level Agreements (SLAs).
• Research existing knowledge‑base articles, past tickets, and vendor documentation to propose effective solutions and, when necessary, create new knowledge articles for future reference.
• Maintain and enforce change‑control procedures for the Support Team, ensuring that any configuration changes are documented and communicated to relevant stakeholders.
• Collaborate with senior IT staff and specialized technical teams to escalate complex problems, providing clear summaries and reproducing steps to facilitate rapid resolution.
• Participate in routine system health checks, preventive maintenance, and periodic audits of hardware inventory and software licensing compliance.
• Provide end‑user training and guidance on best practices for device usage, security policies, and emerging IT tools.
• Support the rollout of new technology initiatives, including device migrations, software updates, and security patches, ensuring minimal disruption to mission‑critical operations.

Essential Qualifications

• CompTIA Security+ certification (or equivalent) demonstrating foundational knowledge of security concepts, risk management, and threat mitigation.
• High school diploma or GED; additional technical coursework or certifications (e.g., A+, Network+, ITIL) are highly valued.
• Minimum of two (2) years of hands‑on experience in an IT Help Desk or technical support environment, preferably within a federal or defense‑related setting.
• Proven ability to stay current with evolving IT trends, emerging technologies, and industry best practices.
• Exceptional interpersonal and communication skills, with the capacity to translate complex technical issues into clear, understandable language for non‑technical users.

Preferred Qualifications & Additional Skills

• Experience supporting mobile device management (MDM) solutions and managing enterprise‑wide BYOD (Bring Your Own Device) programs.
• Familiarity with Windows 10/11, macOS, iOS, and Android operating systems, including common troubleshooting techniques.
• Knowledge of Active Directory, Group Policy, and basic networking concepts (TCP/IP, DNS, DHCP).
• Exposure to ticketing platforms such as ServiceNow, Jira Service Management, or similar tools.
• Strong analytical mindset with the ability to prioritize multiple concurrent tasks while maintaining attention to detail.
• Demonstrated teamwork, adaptability, and a proactive approach to continuous improvement.

Physical & Mental Demands

• Ability to remain seated for extended periods while operating a computer, monitoring ticket queues, and communicating with users.
• Occasional lifting or transporting of equipment up to 50 lb (e.g., printers, monitors, networking hardware).
• Clear verbal and written communication in English, with sufficient visual and auditory acuity to interpret screen prompts and spoken instructions.
• Capacity to manage competing priorities, maintain focus in a dynamic environment, and apply critical‑thinking skills to resolve unexpected challenges.
• Consistent attendance, punctuality, and adherence to professional standards and security protocols.

Security Clearance Requirement

This position requires U.S. citizenship and the ability to obtain and maintain a Department of Defense Secret Security Clearance. Clearance is not required at the time of hire, but candidates must be eligible and willing to undergo the necessary background investigation.

Compensation, Benefits & Work‑Life Balance

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact salary ranges are market‑driven, successful candidates can expect:

• Comprehensive health, dental, and vision insurance plans with Health Savings Account (HSA) options.
• Generous 401(k) retirement plan featuring a 100 % company match up to 6 % of employee contributions, with immediate vesting on the match.
• Life and disability insurance coverage to protect you and your loved ones.
• Robust Learning Management System (LMS) providing access to technical courses, certifications, and soft‑skill development.
• Tuition reimbursement program for continued education and professional growth.
• Flexible hybrid and remote work arrangements where mission requirements permit, supporting work‑life integration.
• 13 paid holidays per year, plus accrued vacation and sick leave.
• Veterans‑focused Employee Resource Group (ERG) offering mentorship, networking, and educational sessions.
• Leadership Development Program with multiple pathways for career advancement.

Career Growth & Development Opportunities

At arenaflex, your career trajectory is shaped by your ambition and the organization’s commitment to nurturing talent. As a Journeyman Support Specialist, you will have access to:

• Structured mentorship from senior IT engineers and program managers.
• Clear promotion pathways to Senior Support Analyst, IT Operations Lead, or specialized technical roles such as Network Engineer or Cybersecurity Analyst.
• Cross‑functional project assignments that expose you to emerging technologies like cloud services, AI‑driven analytics, and secure communications.
• Regular performance feedback, goal‑setting workshops, and individualized development plans.
• Opportunities to obtain additional certifications (e.g., Cisco CCNA, Microsoft Certified: Modern Desktop Administrator) with full reimbursement.

Work Environment & Culture at arenaflex

arenaflex fosters an inclusive, mission‑driven culture where every employee feels valued and empowered to contribute. Our core values—Integrity, Innovation, Collaboration, and Service—guide daily interactions and strategic decisions. Working in San Rita, Guam, you will be part of a close‑knit team that balances high‑stakes federal support with a supportive, family‑like atmosphere. Key cultural highlights include:

• Open communication channels that encourage ideas from all levels of the organization.
• Regular team‑building events, both virtual and on‑site, to strengthen camaraderie.
• Commitment to diversity, equity, and inclusion, ensuring a workplace where differences are celebrated.
• Recognition programs that celebrate technical excellence, customer service achievements, and community involvement.
• Access to wellness resources, including mental‑health counseling, fitness incentives, and ergonomic workstation assessments.

Application Process & Next Steps

If you are a self‑motivated problem‑solver with a passion for delivering outstanding customer service and technical support, we invite you to join arenaflex’s mission‑critical team in Guam. To apply, please submit your resume and a concise cover letter outlining your relevant experience, certifications, and why you are excited about this opportunity.

All qualified applicants will receive consideration without regard to veteran status, disability, or any other protected class. arenaflex participates in E‑Verify and is committed to providing reasonable accommodations throughout the hiring process. If you require assistance due to a disability, please contact our HR team at [email protected].

Why Choose arenaflex?

Joining arenaflex means becoming part of a purpose‑driven organization that directly supports the nation’s security and public service missions. You will work with cutting‑edge technology, collaborate with seasoned professionals, and enjoy a benefits package that values your health, financial security, and personal growth. Take the next step in your career—apply today and help us keep the nation’s critical operations running smoothly.