Help Desk Specialist

State of Maryland • Baltimore City, MD

2d • Onsite

About The Position

Maryland Department of Labor is currently accepting applications from qualified candidates for an Helpdesk Specialist within the Division of Workforce Development and Adult Learning. As a member of team Labor, you can have a fulfilling career, while also enjoying a wide range of benefits such as medical and dental coverage, paid time off (i.e. vacation, sick leave), becoming vested in the State pension, supplemental retirement options, and even joining the Maryland State Employees Credit Union. The primary duties and responsibilities of this position are to provide technical and training assistance to the public and staff users of the Maryland Workforce Exchange Operating system. Incumbent will also provide assistance to the System Administrator on system projects and initiatives.

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• Four years of administrative staff or professional work.
• Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience.
• Candidates may substitute the possession of a Bachelor's degree from an accredited college or university for the required experience.
• Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience.
• Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for-year basis for the required experience.

Nice To Haves

• Experience using Microsoft 365 and Google Workspace
• Six (6) months of experience providing IT Helpdesk customer service and providing IT assistance
• One (1)year of experience with troubleshooting and resolving technical issues for end users
• One (1)year of professional experience with system testing, defect resolution, software and stress testing
• Experience working in a high pressure setting with time-sensitive demands

Responsibilities

• Provides direct support, technical assistance, and training for the Maryland Workforce Exchange (MWE) system to staff, partner agencies, and public customers.
• Assists with user support, troubleshooting, ticketing, account management, data reports, user accounts, and documentation.

Benefits

• Medical coverage
• Dental coverage
• Paid time off (i.e. vacation, sick leave)
• State pension
• Supplemental retirement options
• Maryland State Employees Credit Union
• Ten to 25 days of annual (vacation) leave per year, depending on seniority
• Six personal days each calendar year
• Eleven paid holidays
• Fifteen days of sick leave per year
• Paid parental leave to eligible permanent State employees
• Contributory defined benefit pension plan
• 457 Deferred Compensation Plan
• 401(k) Savings and Investment Plan
• Flexible work schedules
• Teleworking Program
• Federal Public Service Loan Forgiveness Program
• Free Mass Transit Benefit (Baltimore Light Rail, Baltimore Metro Subway, Baltimore Bus Service, Baltimore Region Commuter Bus Routes)
• Prescription coverage
• Vision coverage
• Life insurance
• Accidental death and dismemberment insurance plans
• Healthcare Flexible Spending Accounts
• Dependent Daycare Flexible Spending Accounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED