Service Desk Technician I

PEAKE Technology Partners, LLC is hiring a Service Desk Technician I to provide first-line client IT support. This onsite role in Bowie, MD focuses on diagnosing hardware, software, and network issues, managing service tickets, and communicating clearly with clients while escalating advanced problems when appropriate.

Role Overview

As the first point of contact for Support Services, you will field support requests through phone, email, chat, and remote tools. You will troubleshoot common endpoint and application issues, ensure tickets are logged accurately, and follow up to confirm resolution and a positive client experience.

Key Responsibilities

• Provide front-line technical support via phone, email, chat, and remote tools
• Troubleshoot desktop, laptop, printer, mobile device, and software issues
• Log and track service tickets, ensuring detailed, accurate documentation
• Perform installations, configurations, password resets, and account unlocks
• Diagnose technical problems and apply effective solutions
• Communicate professionally and clearly with clients throughout the support process
• Escalate advanced issues to senior team members when needed
• Contribute to knowledge base documentation and process improvements
• Follow up to confirm successful issue resolution and support a positive client experience

Required Qualifications

• High school diploma required; associate’s or bachelor’s in IT preferred
• 6+ months of IT support experience; service desk or help desk environment is a plus
• Working knowledge of Windows/macOS and Microsoft Office
• Strong troubleshooting ability and technical aptitude
• Excellent verbal and written communication skills
• Customer-service mindset with patience and empathy
• Ability to work efficiently, follow processes, and take accountability

Preferred Knowledge

• Familiarity with ITSM/ITIL concepts

Technologies

• Windows
• macOS
• Microsoft Office
• ITSM
• ITIL

Work Location and Salary

This is an onsite position in Bowie, MD. Salary range is USD 40,000 - 55,000 per year.

How Success Is Measured

• Fast, accurate resolution of client issues
• Clear and thorough ticket documentation
• Positive customer satisfaction feedback
• Consistent professionalism and teamwork

What Helps Someone Succeed in This Role

• Competence: takes pride in quality work and continuous learning
• Persistence: stays focused and finds solutions when challenges arise
• Supportiveness: communicates with care and builds trust with clients and teammates