Service Desk Specialist I

Service Desk Specialist I
Baltimore, MD 21218 | Hybrid | Onsite 3 days per week
Contract-to-Hire |  $27–$32/hr, DOE

We are seeking a Service Desk Specialist I to join a mission-driven IT support team in Baltimore, MD. This role will provide front-line technical support to staff and partners in a professional, fast-paced environment. The ideal candidate has hands-on service desk, help desk, desktop support, or IT support experience and is comfortable troubleshooting user account, hardware, software, and operating system issues.

This is a contract-to-hire opportunity supporting a hybrid schedule, with onsite work required three days per week.

Responsibilities

• Provide technical support to staff and partners through in-person assistance, phone, email, ticketing systems, and collaboration tools

• Manage user accounts in Active Directory, including provisioning, deactivation, password resets, access updates, and ongoing maintenance

• Troubleshoot hardware, software, login, access, and operating system issues

• Support Windows, macOS, and Linux environments

• Execute routine operational tasks according to established IT procedures

• Prioritize and manage multiple support requests in a fast-paced, interrupt-driven environment

• Document issues, troubleshooting steps, resolutions, and escalation notes accurately

• Identify issues requiring escalation and route them to Tier 2, Tier 3, or management as needed

• Communicate clearly and professionally with end users, technical teams, and leadership

• Maintain a strong customer service approach while supporting internal users and partners

Qualifications

• Minimum of 3 years of service desk, help desk, desktop support, technical support, or IT support experience

• Experience with Active Directory account management

• Strong Windows troubleshooting experience

• Experience supporting macOS and/or Linux preferred

• Knowledge of hardware, software, and operating system troubleshooting

• Strong customer service, communication, and follow-up skills

• Ability to prioritize tasks and work effectively in an interrupt-driven environment

• Strong attention to detail and documentation skills

• Ability to work independently while collaborating with a broader IT team

• Must be able to work onsite in Baltimore, MD three days per week

• Must meet ITAR eligibility requirements

Preferred Qualifications

• Experience with ticketing systems such as ServiceNow, Jira, Zendesk, Freshservice, or similar

• Experience supporting users in a research, nonprofit, higher education, government contractor, aerospace, healthcare IT, or professional services environment

• CompTIA A , Network , Microsoft, Linux, or ITIL certification is a plus

MOHR Talent is an equal-opportunity employer and complies with all applicable federal, state, and local nondiscrimination laws. We provide equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, genetic information, military/veteran status, or any other protected status. If you believe you have been discriminated against or have concerns about our compliance, please contact our Human Resources department at hr@themohrgrp.com