Helpdesk Analyst

Company Overview

At Hexagon US Federal, we provide cutting-edge technologies and a wide range of professional services to enable our customers to make smarter and faster operational decisions and improve mission effectiveness.

Hexagon US Federal is an independent subsidiary of Hexagon Corporation exclusively focused on bringing the broad range of Hexagon technologies to the US Federal government and its partners.

Position Overview

As an IT Support Specialist on the Guam IT Customer Support Team, you will provide the organization with information technology support to optimize operational efficiency. Your duties will include resolving technical issues, maintaining hardware and software installations, and improving IT systems. You will provide technical support in Tier 1, Tier 2, and sometimes resolve problems that fall in the Tier 3 level.

Key Responsibilities:

1. Provide general network support for customers including end device support (VoIP, fax, printers, WYSE, thick clients, web cameras), upgrade and re-image laptops.
2. Provide on-site customer support to fly-away teams including setting up user accounts, logon processes, setting up print queues, and accessing portals.
3. Perform periodic security assessments and update equipment inventory system.
4. Assist customers in resolving access and printer problems.
5. Assist with procurement of IT equipment and maintain Emergency Control Center (ECC) IT equipment.

Experience Required:

• Must have at least 2 years’ experience in providing customer-focused service with knowledge of Windows operating systems.
• Exceptional ability to provide technical support and resolve queries; in-depth knowledge of computer hardware, software, and networks; and the ability to determine IT needs and train end-users.
• Experience in documenting processes and monitoring performance metrics.
• Advanced knowledge of database maintenance and system security.
• Ability to keep up with technical innovation and trends in IT support.
• Exceptional interpersonal and communication skills.
• CompTIA Security+ Certificate is highly desirable.

Required Level of Security Clearance: Secret

Security Clearance Statement: This position requires a government security clearance at a Secret Level. You must be a US Citizen and reside in Guam for consideration.

What We Will Provide In Return:

• Competitive health care plans with savings accounts.
• Dental and vision plans.
• 401k with 100% company match up to 6%, with immediate vesting on company match.
• Life and disability insurance.
• Learning Management System with robust offerings.
• Tuition Reimbursement Program.
• Paid Time Off.
• 13 paid holidays per year.
• Thrive Wellness Program.
• DE&I Committee with regular educational sessions and communications.
• Leadership Development Program with multiple learning options.

At Hexagon US Federal, we believe that diversity of experience and thought makes us stronger. With both customers and employees around the world, we are committed to ensuring our team reflects the unique communities around us. We are pleased to offer a Diversity, Equity, & Inclusion Program: this employee-led program offers monthly speakers, newsletters, training, outreach, and more as well as VALOR (Veterans and Allies: Leadership, Outreach, Resources): our veterans’ employee resource group.

We encourage applicants across any race, ethnicity, gender/gender expression, age, ability, and more. If you need accommodations to make our process more accessible to you, please email us at We can’t wait to meet you

Hexagon US Federal is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or any protected category prohibited by local, state, or federal laws.