Desktop Support Technician

Catapult Solutions Group; Phoenix (AZ); On-site; USD 52,000 - 74,000; Full time

Job summary

Compass seeks a Computer Support Specialist to serve as the primary on-site IT support resource for headquarters staff. This role covers PC, laptop, and mobile device troubleshooting, software installs, and remote support for all Compass users. You will manage tickets in ServiceNow and support printer and conference room technology.

You will administer Microsoft 365 tools, Azure/Entra ID, and NinjaOne, collaborating with helpdesk peers and providing user training as needed.

Qualifications

• Advanced knowledge of PC desktop support required.
• Advanced knowledge of printer troubleshooting and local/network printing.
• Working knowledge of basic networking concepts.
• Experience with ticketing systems (ServiceNow preferred).
• Experience administering Microsoft 365, Azure/Entra ID is important.

Responsibilities

• Serve as primary on-site support for headquarters staff, including leadership support.
• Support conference room technology for meetings and events.
• Diagnose and troubleshoot hardware/software on Windows and macOS devices.
• Provide remote support to Compass users regardless of location.
• Manage and document work in ServiceNow; monitor ticket aging and response times.
• Support devices via NinjaOne endpoint management.
• Assist with Microsoft 365 tools (Teams, Outlook, Entra ID).
• Coordinate printer maintenance with vendors; escalate as needed.
• Create and share knowledge base articles; train users.

Skills

PC desktop support

Printer troubleshooting

Networking concepts

ServiceNow

Azure / Entra ID / Microsoft 365

Remote support

Communication skills

Documentation

Education

Associate degree in Computer Science or equivalent

ITIL v4 certification

Microsoft Azure Fundamentals certification

Dell hardware certification

Tools

ServiceNow

NinjaOne

Microsoft 365 Admin

Job description

Summary of Position

The Computer Support Specialist is the primary on-site IT support resource for staff at a Compass headquarters location. This role supports PC-based computers and related equipment, providing technical expertise and documentation as required to install or repair hardware and software and resolve technical problems. While primarily responsible for headquarters users, this role also provides remote support to any Compass user, regardless of location.

• Essential Duties and ResponsibilitiesServe as the primary on-site support contact for headquarters staff, including executive and leadership support.
• Support headquarters conference room technology and assist with meetings and events as needed.
• Diagnose and troubleshoot hardware and software issues on Compass PCs, laptops, and mobile devices using approved methods and processes; all hardware is under warranty, and the helpdesk facilitates warranty repair with the vendor when hardware service is required.
• Install, configure, and troubleshoot software for end users.
• Provide remote support to any Compass user, regardless of location.
• Manage, prioritize, and document work in ServiceNow; accountable for ticket aging, response times, and ticket quality standards.
• Support and administer devices through NinjaOne endpoint management.
• Support users across the Microsoft 365 environment, including Teams, Outlook, and Entra ID, along with other Compass tools.
• Troubleshoot network and local printers to determine whether on-site vendor service is required; coordinate repair and maintenance with printer vendors (all printers are vendor-managed).
• Train users on basic computer knowledge and Compass-standard tools.
• Communicate and interact with end users and internal staff to resolve IT-related issues, interpreting and communicating complex information to a diverse audience.
• Consult with helpdesk peers before escalating technical issues, in line with team escalation practices.
• Complete necessary internal documentation, including knowledge base contributions.
• Work well both in a team environment and independently.
• Maintain a positive, proactive attitude with the customer's best interest in mind.
• Qualifications / RequirementsAdvanced knowledge of PC desktop support.
• Advanced knowledge of local and network printer troubleshooting.
• Basic knowledge of networking concepts.
• Working knowledge of ticket-based tracking systems (ServiceNow preferred).
• Additional RequirementsExcellent verbal and written communication skills.
• Ability to work with minimal supervision.
• Strong analytical and problem-solving skills.
• Must be able to lift 30 pounds.
• Education / Training / Experience3–6 years of experience with Windows and macOS troubleshooting in a professional setting.
• 3–6 years of experience with Microsoft Azure / Entra ID and Microsoft 365 administration.
• PreferredCertification in Microsoft Azure Fundamentals and/or Security Fundamentals.
• Certification in Dell hardware.
• Associate degree in Computer Science or equivalent.
• ITIL v4 certification.
• Exposure to using AI for project documentation and automation.