Service Desk Technician

Peckham, Inc.

. Serve as the initial point of contact for IT-related inquiries received through the ITSM platform, email, instant messaging, and in-person visits .

Posted 11/9/2026full-timeLansing • Michigan • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT support, including troubleshooting PC hardware and software issues, particularly with Microsoft Office applications. Capable of mentoring team members while adhering to IT guidelines and maintaining quality standards.

Highest-signal resume keywords

IT-Recognized CertificationPC Hardware TroubleshootingMicrosoft Office Applications SupportCustomer Service SkillsIncident Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingIncident CategorizationService Request ResolutionKnowledgebase Article CreationEquipment Inventory Monitoring

Soft Skills

MultitaskingCoachingCommunicationOrganizationCustomer Interaction

Tools & Technologies

ITSM PlatformInstant Messaging ToolsEmail Communication

Certifications & Qualifications

CompTIA A+CompTIA Security+Microsoft 70-685

Industry Keywords

IT SupportService Level AgreementsUser Workstation SupportFederal Background InvestigationsQuality Standards

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Serve as the initial point of contact for IT-related inquiries received through the ITSM platform, email, instant messaging, and in-person visits
Resolve tier 1 issues and service requests efficiently within established service level agreements
Escalate complex tier 2 and tier 3 problems as necessary
Guide and provide frontline support for user workstations and software applications
Monitor, acknowledge, troubleshoot, and resolve customer inquiries
Triage incoming requests and assign priorities based on available resources
Categorize incidents and service requests properly
Coach and mentor IT Service Desk Associates and provide feedback to the supervisor
Monitor equipment inventory and report low stock levels
Maintain organization and follow each user service issue through completion
Create and maintain technical and end-user knowledgebase articles
Ship and receive IT equipment
Adhere to and enforce IT guidelines, procedures, policies, and standards
Promote Peckham’s vision, values, and services to customers and stakeholders
Assist in maintaining organization-wide quality standards
Maintain a safe and clean work environment
Perform other related duties as assigned

Requirements

What you’ll need

High school diploma or equivalent
At least 18 years old
Must have an IT-recognized certification, such as CompTIA A+, Security+, or Microsoft 70-685
6+ months experience in the IT field
Experience resolving PC hardware and software problems, specifically Microsoft Office applications, preferred
Ability to work in a fast-paced environment and effectively multitask
Must have reliable transportation to get to job locations
Must be a U.S. citizen
Must be able to obtain and maintain all required federal background investigations, determinations, and/or security clearances as a condition of employment
Applicants for staff positions do not need to have a barrier to employment
Resume attachment requested for full consideration

Benefits

Comp & perks

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position
Required professional certifications and/or security clearances may be provided as conditions of employment based on specific customer contracts
Equal employment opportunity and nondiscrimination protections
Application assistance and reasonable accommodation support available via agencies, email, phone, and in-person visits