Desktop Support Specialist

The Computer Support Specialist (Datacenter) is the primary on‑site IT support resource for staff working at a Compass datacenter campus. This is a mobile role: the specialist moves between buildings across the campus, supports new buildings as they come online, and owns the setup and ongoing maintenance of conference room audio/visual (AV) systems for all campus buildings. While primarily responsible for datacenter campus users, this role also provides remote support to any Compass user, regardless of location.

• Serve as the primary on‑site support contact for staff across all buildings on the campus, traveling between buildings as needed.
• Set up conference room AV systems in new buildings as they are constructed and brought online, and maintain AV systems in all campus buildings on an ongoing basis.
• Provide IT support to on‑site personnel in temporary facilities (such as construction trailers) during campus build‑out phases.
• 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 Service Now; accountable for ticket aging, response times, and ticket quality standards.
• Support and administer devices through Ninja One endpoint management.
• Support users across the Microsoft 365 environment, including Teams, Outlook, and Entra , 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.

• Advanced 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 (Service Now preferred).
• Working knowledge of conference room AV systems and video conferencing hardware.

• 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.
• Valid driver's license and dependable transportation (required for travel between campus buildings).
• Ability to work in datacenter, industrial, and active construction environments, and to follow all site safety and PPE requirements.

• 3–6 years of experience with Windows and macOS troubleshooting in a professional setting.
• 3–6 years of experience with Microsoft Azure / Entra  Microsoft 365 administration.

• 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.
• Experience supporting conference room AV or video conferencing systems in a multi‑site environment.