Help Desk Support Specialist
About The Position
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.
Requirements
- High School Diploma – Required
- General Education Degree (GED) – in lieu of H.S. Diploma – Required
- 1-2 years Customer Service - Required
- 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.
- 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.
- 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.
- Maintains a dependable, customer service-oriented presence and follows established procedures consistently.
- Shows adaptability and a willingness to learn new technologies, tools, and processes.
Nice To Haves
- 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
- 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.
Responsibilities
- 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
Benefits
- Medical, Dental, and Vision Coverage
- 401(k) Plan with Employer Match
- Company-Paid Short-Term Disability
- Company-Paid Long-Term Disability
- Company-Paid Life Insurance
- Tuition Assistance
- Employee Assistance Program (EAP)
- Parking Discounts
- Long-Term Care Insurance
- Annual Leave
- Sick Leave
- Sick and Safe Leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
