Deskside Technician (Tier 2)

Compass Pointe Consulting, LLC; Washington; On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life insurance

Disability insurance

401k

Job summary

Compass Pointe Consulting, LLC is seeking a Tier 2 desktop support specialist to assist users with hardware, software, and network issues across Windows, macOS, iOS, and Android platforms. The role covers on-site, remote, and deskside support in a fast-paced environment.

Responsibilities include provisioning and de-provisioning equipment, assisting with onboarding/offboarding, and using ITSM to document and resolve incidents.

Qualifications

• Requires 5+ years of experience in Tier 2 desktop support.
• Windows/macOS/iOS/Android experience for standard end-user devices.
• ITSM ticketing experience; BMC Helix preferred.

Responsibilities

• Provide Tier 2 desktop support via phone, deskside, and remote channels.
• Provision and de-provision equipment and accounts for onboarding/offboarding.
• Troubleshoot, document, track, resolve, and report incidents and requests using ITSM.

Skills

Strong communication

Customer service

Teamwork

Problem solving

IT support

Education

High school diploma or GED

AA or BS in a technical field (preferred)

Tools

JAMF

ABM

Workspace ONE

Intune

Active Directory

VPN/AnyConnect

Job description

Washington, United States | Posted on 07/24/2026

Provide Tier 2 desktop support (telephone, deskside, remote) to users related to their hardware, network connectivity, operating systems, email, end user and business applications, printers, smart phones/mobile devices, and other standard end user managed tools, hardware, and peripherals. Provision and de-provision equipment and accounts in support of end user on- and off-boarding. Support system refreshes, image new computers using a standard-image, and securely wipe hard drives upon deprovisioning. Troubleshoot, document, track, resolve, and report on incidents and requests using the ITSM. Must have advanced technical understanding of the technical environment, including applications, operating systems, machine configurations, and networked devices. Experience troubleshooting core services (file, email, print, web, applications, and network). Escalates incident to the appropriate team when the incident cannot be resolved by Tier 2.

Qualifications:

• Requires a high school diploma/GED and a minimum of five years of experience. Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.
• Requires advanced experience supporting standard office computing equipment (PC’s, laptops, tablets, mobile devices, printers), operating systems (e.g., Windows 10 & 11, macOS, iOS, Android), Microsoft Office Suite/O365, standard business software applications, remote access tools (e.g., Cisco AnyConnect), VPN and secure remote connectivity (RSA SecurID), and Active Directory.
• Must have experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.
• Must have an understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues.
• ITSM ticketing system experience required, BMC Helix experience is preferred.
• Must be able to lift up to 50 pounds.
• Occasional travel outside of the DMV may be required.
• Ability to communicate orally and in writing.
• Must have a positive and patient customer service attitude.
• Must be able to work independently and within a team in a fast-paced environment.
• Must obtain an agency public trust suitability determination prior to start date.
• Experience supporting a mid-sized Federal agency enterprise is a plus.
• Relevant certifications such as A+, ITIL 4, ACSP, and M365 are preferred, but not required.

• We offer Medical, Dental, Vision, Basic Life, Short-Term Disability, Accident, Term Life, Whole Life, and 401k for all W2 Consultants.

A benefit overview will be provided as requested.