Service Desk Technician
1 Alpha Consulting•Baltimore, MD
•$35 - $40•Hybrid
About The Position
The Service Desk Technician provides critical front-line IT support to client staff, ensuring technology systems, devices, and applications operate efficiently. This role plays a key part in maintaining day-to-day operations by resolving technical issues, supporting developments, and delivering excellent customer service.
Requirements
- Bachelor's degree in computer science, information systems, engineering, business, or a related technical field (or three years of equivalent experience in lieu of degree)
- Minimum five (5) years of experience in a business IT environment with a focus on PC hardware and applications
- Experience supporting client/server environments and information systems
- At least three (3) years of experience providing tier I & II IT support in a service desk environment.
- Strong troubleshooting skills in a Microsoft networked environment
- Experience with Microsoft Active Directory user and device management
- Hands-on experience repairing, installing, upgrading, and configuring PCs and laptops
- Familiarity with service desk tools such as Maximo, Remedy, ServiceNow, or similar platforms
- Experience using remote desktop tools (Microsoft Remote Desktop, Teams, LogMeIn Rescue, etc.)
- Strong customer service, communication, and problem-solving skills
- Ability to work effectively in a collaborating, fast-paced environment
Responsibilities
- Respond to incoming service desk calls and log all request in the IT Service Desk System (IBM Maximo), following established procedures.
- Monitor and respond to service desk emails, creating and managing corresponding tickets.
- Review ticket history, troubleshoot reported issues, and document resolution accurately.
- Maintain workstation readiness by ensuring desktops and laptops are updated with current drivers, patches, and security updates.
- Create and restore workstation images for desktops and laptops
- Troubleshoot LAN and WLAN connectivity issues
- Configure and deploy new workstations, printers, and network-connected devices
- Deploy newly procured equipment and integrate it into the existing IT environment
- Replace outdated or malfunctioning hardware/software while ensuring proper documentation and inventory compliance
- Track moves, additions, and changes per client inventory policies
- Diagnose and resolve issues with hardware, software, and peripherals
- Install approved software and hardware on client systems
- Collaborate with internal teams, contractors, and client staff to support IT operations
- Participate in client meetings as needed
- Maintain accurate and up-to-date service desk tickets daily
- Assist in developing installation guides, SOPs, and technical documentation
Benefits
- Professional development and growth opportunities
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
