Help Desk Support Specialist (911HSS)

Current • Baltimore, MD

6d • $20 - $29 • Onsite

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.

Requirements

• High School Diploma Required
• General Education Degree (GED) in lieu of H.S. Diploma Required
• 1-2 years Customer Service - Required

Nice To Haves

• Bachelors 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

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: 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.

What This Job Offers

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