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# Help Desk Support Specialist

- **Company:** Municipal Employees Credit Union of Baltimore, Inc.
- **Location:** Baltimore, MD, United States
- **Experience:** Starter
- **Salary:** $42,432.0 - $64,563.0
- **Contract:** Permanent contract
- **Skills:** Information Systems, Computer-Generated Imagery, Information Technology Operations, Software Engineering, Information Technology
- **Published:** August 21, 2026
- **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/18024878?backUrl=%2Fcareer%2F18024878%2FHelp-Desk-Support-Specialist-Maryland-Baltimore

## About the Role

* 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, 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.

## Description

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., * 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


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