Service Desk Technician I

Job Description

Job Description

Bowie, Maryland (On-site)
Department: Support Services
Reports To: Support Services Manager
Salary: $40,000-$55,000

About the Role
PEAKE Technology Partners is seeking a motivated  Support Services Technician I to serve as the first point of contact for client IT support needs. In this role, you'll troubleshoot hardware, software, and network issues while delivering exceptional service to our valued clients. If you're passionate about technology, thrive in a fast-paced support environment, and enjoy helping others, we want to meet you.

What You’ll Do

• 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 and accurate documentation
• Perform installations, configurations, password resets, and account unlocks
• Diagnose technical problems and implement effective solutions
• Deliver professional, clear communication with clients at all times
• Escalate advanced issues to senior team members when needed
• Contribute to knowledge base documentation and process improvements
• Follow up to ensure successful issue resolution and a positive client experience

What Makes Someone Successful Here
We hire  A-Players who demonstrate PEAKE’s core values:

• Competence — You take pride in quality work and continuous learning
• Persistence — You stay focused and find solutions, even when it’s challenging
• Supportiveness — You communicate with care and build trust with clients and teammates

These qualities make our team strong, collaborative, and successful.
Qualifications

• High school diploma required; associate’s or bachelor’s in IT preferred
• 6+ months of IT support experience (service desk/help desk environment 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
• Familiarity with ITSM/ITIL concepts (preferred)
• Ability to work efficiently, follow processes, and take accountability

How We Measure Success

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

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