Service Desk Technician

Only direct applicants will be considered. Staffing agencies and recruiter submissions will not be accepted.

About 1 Alpha Consulting LLC:
At 1 Alpha Consulting LLC, we deliver excellence across a broad range of consulting, staffing, and operation projects – including technology, engineering, administrative support, management consulting, and enrollment services. As a veteran-owned, mission-driven team, we partner with government, nonprofit, and commercial organizations to provide solutions that make a tangible difference in communities through Pennsylvania and beyond.

Our services span staff augmentation, project management, IT consulting, process improvement, outreach opportunities, and business analytics, reflecting our commitment to integrity and measurable results. Every project is guided by our core values; reliability, collaboration, and a passion for enabling clients and communities to succeed.

When you join 1 Alpha Consulting LLC, you become part of a supportive team that values growth, professional development, and meaningful work in fields as diverse as public programs, business operations, and technical innovation. We believe opportunity and impact go hand-in-hand- and we help build both for our clients, employees, and communities.

Job Title: Service Desk Technician
Location: Baltimore, MD (hybrid)

About the Role:
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.

Your Impact:
As a Service Desk Technician, you will:

• 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• Replace outdated or malfunctioning hardware/software while ensuring proper documentation and inventory compliance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

These responsibilities are not meant to be all-inclusive; additional tasks may be assigned.

Minimum Qualifications:

• 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

Standout Qualifications:

• 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

Pay Range:
$35.00/hr. - $40.00/hr.

Why join us?
At 1 Alpha Consulting LLC, we know people are our greatest asset. You’ll be part of a team that values:

• A supportive, collaborative work environment.
• Professional development and growth opportunities
• Meaningful work that drives positive results for organizations, clients, and communities in fields ranging from technology and management consulting to outreach, engineering, and operations.
• A mission-driven culture built on service, trust, innovation, and measurable impact- regardless of the type of project or client.

Equal Opportunity Employer Statement:
1 Alpha Consulting is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected characteristics. If you require reasonable accommodation during the application process or hiring process, contact our Human Resource team at View email address on 1alphaconsulting.applytojob.com .