Help Desk Support Specialist

Help Desk Support Specialist

This role serves as the frontline resource for all incoming technical support requests; ensuring employees receive timely, professional, and effective assistance. This role is responsible for managing the full lifecycle of helpdesk tickets, from initial intake to resolution, while maintaining a strong customer-service focus. The specialist supports core IT operations by onboarding and off-boarding employees, imaging and configuring laptops and desktops, installing and updating end-user software, and troubleshooting a wide range of hardware and software issues.

Beyond day-to-day support, the Help Desk Support Specialist contributes to operational excellence by creating clear documentation and user-friendly instructional materials. The role also includes traveling to branch locations on a scheduled rotation to provide hands-on technical support and ensure consistent service across the organization. This position is essential to maintaining a reliable, secure, and efficient technology environment for all staff.

This position is located at Corporate Headquarters in Downtown Baltimore. Incumbent will be required to report in office for this role. Upon completion of 90 days incumbent may work hybrid schedule.

Education

• High School Diploma – Required
• General Education Degree (GED) – in lieu of H.S. Diploma – Required

Experience:

• 1-2 years Customer Service - Required
• Bachelor's Degree in Computer Science, Information Systems related fields - Preferred
• Experience providing technical support in a helpdesk setting, 0-2 years - Preferred
• Knowledge of Windows operating systems including imaging, configuration, and deployment, 0-2 years - Preferred
• Experience creating documentation, knowledge-based articles, or end-user instructions, 0-2 years - Preferred

Qualifications / Essential Functions:

• 1st point of contact for all helpdesk tickets
• Employee account onboarding and off-boarding
• Computer imaging, configuration, and deployment
• Troubleshoot hardware and software issues
• Install and patch end-user software
• Create IT documentation and create end-user instructions
• Travel to branch locations on a fixed rotation and as needed

Competencies Required:

Customer Service & Communication

• Demonstrates a strong customer-service mindset, responding to user needs with patience, clarity, and professionalism.
• Communicates technical information in a way that is easy for non-technical users to understand, both verbally and in writing.

Task Management & Prioritization

• Manages multiple support requests simultaneously while maintaining accuracy and attention to detail.
• Prioritizes tasks effectively based on urgency, impact, and established processes, ensuring timely resolution of issues.

Technical Troubleshooting & Problem-Solving

• Applies analytical thinking to diagnose and resolve hardware, software, and system issues efficiently.
• Uses structured troubleshooting methods to identify root causes and implement effective solutions. Documentation & Knowledge Sharing
• Creates clear, user-friendly documentation, instructions, and knowledge-base articles that support consistent service delivery.
• Contributes to continuous improvement by documenting solutions and sharing insights with the team. Professionalism & Reliability
• Maintains a dependable, customer service-oriented presence and follows established procedures consistently.
• Shows adaptability and a willingness to learn new technologies, tools, and processes.

Compensation:

Salary Range per hour, depending on experience and qualifications

• $20.40 - $31.04

Benefits at MECU Credit Union

At MECU, we prioritize the well-being and growth of our employees by offering a comprehensive benefits package that includes but not limited to:

• Medical, Dental, and Vision Coverage: Plans are available for both employees and their families to ensure comprehensive health coverage.
• 401(k) Plan with Employer Match: Secure your financial future with our competitive 401(k) plan, including an employer match to help you save more for retirement.
• Company-Paid Insurance: We provide company-paid short-term disability, long-term disability, and life insurance to give you peace of mind.
• Tuition Assistance: Continue your education and professional development with our tuition assistance program.
• Employee Assistance Program (EAP): Access confidential support for personal and professional challenges through our EAP.
• Parking Discounts: Enjoy discounted parking to make commuting easier.
• Long-Term Care Insurance: Prepare for the future with long-term care coverage options.
• Time Off: Take advantage of annual, sick leave, sick and safe leave to recharge and maintain a healthy work-life balance.

Join MECU and enjoy benefits that truly support you and your family.

Physical Demands:

While performing the duties of this position, the successful candidate is regularly required to sit; use hands and fingers to handle objects, tools, keyboards or controls; talk and hear. The employee is occasionally required to stand, walk, reach with hands and arms and stoop or kneel.

Must regularly lift and/or move files and equipment up to 25 pounds and occasionally lift/move up to 40 pound objects. Specific vision characteristics required by this position include close vision, adjust focus, and view a computer screen for extended periods of time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MECU of Baltimore, Inc. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. MECU conducts credit, bond and background checks.