Service Desk Technician (Tier 1)

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

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

Serve as the initial point of contact and resolution for IT related incidents and requests. Accept and document customer reports of incidents and service requests through telephone, voicemail, email, self-service portal, instant messaging/chat, and personal visits to the Service Desk. Interface directly with supported end-users to provide hardware, software, and network problem resolution. Clearly and professionally communicate via phone, email, and instant messaging/chat with end users and technicians. Troubleshoot, document, track, resolve, and report on incidents and requests using the ITSM. Must have 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). Escalate ticket to the appropriate support organization when the ticket cannot be resolved by the Service Desk.

Qualifications:

• Requires a high school diploma/GED and a minimum of three years of experience. Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.


• Required experience includes support of 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), Active Directory, and work on a service desk.


• Must have experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.


• Must have foundational 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.


• 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+, HDI, ITIL 4, and M365 are preferred, but not required.

We offer:

• Medical


• Dental


• Vision


• Basic Life


• Short-Term Disability


• Accident


• Term Life


• Whole Life


• 401k for all W2 Consultants

A benefit overview will be provided a