Service Desk Technician

Service Desk Technician

Location: Baltimore, MD (hybrid)

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‑day operations by resolving technical issues, supporting developments, and delivering excellent customer service.

• Respond to incoming service desk calls and log all requests 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• Replace outdated or malfunctioning hardware/software while ensuring proper documentation and inventory compliance.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.

• 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, Service Now, or similar platforms.
• Experience using remote desktop tools (Microsoft Remote Desktop, Teams, Log Me In  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.

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 Human-