Job Description

NO C2C!!! GC or USC ONLY!!!

Sr. Desktop Support Specialist/System Admin

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 Responsibilities Serve 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 / Requirements Advanced knowledge of PC desktop support.
• Advanced knowledge of local and network printer troubleshooting.
• Basic knowledge of networking concepts.
• Superb customer service skills.
• Working knowledge of ticket-based tracking systems (ServiceNow preferred).
• Additional Requirements Excellent 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 / Experience 3–6 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.
• Preferred Certification 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.

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