Password Reset Support Jobs

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Service Desk Technician I

PEAKE Technology Partners, LLC Bowie, MD

Bowie, MD

Today

$40k - $55k/yr Full time Computer Skills Customer Support Desktop Support

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Job Description

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

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