Help Desk Support Specialist

MECU is a not-for-profit financial institution committed to helping its members and community by offering high-quality financial products and services. Founded in 1936, MECU empowers members to improve their financial well-being and live better. We seek service-oriented professionals who champion our members, treat everyone with respect, and help make our community a better place to live. Our goal is to provide the absolute best member experience in every interaction, differentiating ourselves from competitors.

About the role

This role serves as the frontline resource for all incoming technical support requests, ensuring employees receive timely, professional, and effective assistance. The Help Desk Support Specialist manages the full lifecycle of helpdesk tickets, from initial intake to resolution, while maintaining a strong customer-service focus. The role supports core IT operations by onboarding and offboarding 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 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.

Work Location: Corporate Headquarters in Downtown Baltimore. Incumbent must report in-office for this role. After 90 days, a hybrid schedule may be available.

Responsibilities

• Serve as the 1st point of contact for all helpdesk tickets
• Handle employee account onboarding and off-boarding
• Perform computer imaging, configuration, and deployment
• Troubleshoot hardware and software issues
• Install and patch end-user software
• Create IT documentation and end-user instructions
• Travel to branch locations on a fixed rotation and as needed to provide hands-on technical support

Requirements

• High School Diploma or General Education Degree (GED) – Required
• 1-2 years of customer service experience – Required
• Bachelor’s Degree in Computer Science, Information Systems, or related fields – Preferred
• 0-2 years of experience providing technical support in a helpdesk setting – Preferred
• 0-2 years of experience with Windows operating systems, including imaging, configuration, and deployment – Preferred
• 0-2 years of experience creating documentation, knowledge-based articles, or end-user instructions – Preferred

Skills

• 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.

Benefits

• Medical, Dental, and Vision Coverage for employees and their families
• 401(k) Plan with Employer Match
• Company-Paid Insurance: Short-term disability, long-term disability, and life insurance
• Tuition Assistance for continuing education and professional development
• Employee Assistance Program (EAP) for confidential support
• Discounted parking to ease commuting
• Long-Term Care Insurance options
• Paid time off, including annual leave, sick leave, and sick and safe leave

Pay

Salary Range: $20.40 - $31.04 per hour, depending on experience and qualifications.

Physical Demands

• Regularly required to sit; use hands and fingers to handle objects, tools, keyboards, or controls; talk and hear
• Occasionally required to stand, walk, reach with hands and arms, stoop, or kneel
• Must regularly lift and/or move files and equipment up to 25 pounds and occasionally lift/move up to 40 pounds
• Specific vision requirements include close vision, ability to adjust focus, and viewing a computer screen for extended periods

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