Help Desk Technician (Tier 1) - ITSM Pro, End-User Support

Compass Pointe Consulting, LLC; Washington; On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Basic Life

Short-Term Disability

Accident

Term Life

Whole Life

401k

Job summary

Compass Pointe Consulting, LLC is seeking an IT Help Desk Specialist in Washington, United States. You will serve as the first point of contact, document incidents, and provide hardware, software, and network problem resolution across Windows, macOS, iOS, and Android platforms.

The role requires strong communication, teamwork, and the ability to work in a fast-paced environment. ITSM experience is essential; certifications like A+, ITIL 4 or M365 are preferred but not required.

Qualifications

• Requires a high school diploma/GED and a minimum of three years of experience.
• Experience with Windows 10/11, macOS, iOS, Android, and Microsoft Office 365.
• Familiarity with VPN and secure remote connectivity (RSA SecurID).
• Experience with ITSM ticketing systems; BMC Helix preferred.
• Foundational understanding of TCP/IP, networks, and multiple device types.
• Certifications such as A+, HDI, ITIL 4, and M365 preferred but not required.

Responsibilities

• Serve as the initial point of contact for IT incidents and requests via phone, email, portal, chat, or in person.
• Document, track, and resolve incidents using the ITSM system; escalate when needed.
• Provide hardware, software, and network problem resolution for end users.
• Communicate clearly with end users and technicians; troubleshoot and report on issues.
• Support a mid-sized Federal agency environment is a plus; obtain public trust suitability before start date.

Skills

Customer service

Communication

Teamwork

Independence

Fast-paced environment

Education

High school diploma or GED

AA or BS preferred

Tools

JAMF

ABM

Workspace ONE

Intune

Active Directory

VPN

Job description

Compass Pointe Consulting, LLC is seeking an IT Help Desk Specialist in Washington, United States. You will serve as the first point of contact, document incidents, and provide hardware, software, and network problem resolution across Windows, macOS, iOS, and Android platforms.

The role requires strong communication, teamwork, and the ability to work in a fast-paced environment. ITSM experience is essential; certifications like A+, ITIL 4 or M365 are preferred but not required.