Help Desk Support Specialist
MECU Credit Union
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Benefits offered by this job
Job summary
MECU Credit Union is seeking a Help Desk Support Specialist to serve as the frontline resource for all incoming IT support requests. You will manage the full lifecycle of tickets, onboard/off-board employees, image and configure devices, and keep systems secure and reliable for all staff.
The role requires providing hands-on technical support, creating clear documentation, and traveling to MECU branch locations on a regular rotation. Hybrid work is possible after the initial in-office period.
Qualifications
- First point of contact for all helpdesk tickets
- Employee onboarding and off-boarding
- 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 or as needed
Responsibilities
- Manage full lifecycle of helpdesk tickets from intake to resolution
- Onboard and off-board employees and configure laptops/desktops
- Imaging, configuring, and deploying devices
- Troubleshoot hardware and software issues
- Install and patch applications for end users
- Create clear IT documentation and user instructions
- Occasional travel to MECU branch locations for on-site support
Skills
Education
Tools
Job description
MECU is a not-for-profit financial institution committed to helping its members and community by offering high-quality financial products and services.
MECU is a not-for-profit financial institution committed to helping its members and community by offering high-quality financial products and services.
MECU’s success in empowering our members to improve their financial well‑being and live better dates back to 1936. We seek service‑oriented professionals that will be champions for our members, treat everyone with respect find ways to assist our members/co‑workers and help our community be a better place to live.
our goal is to provide the absolute best member experience in all interactions and is the number one factor that we use to differentiate ourselves from our competition.
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.
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.
- High School Diploma – Required
- General Education Degree (GED) – in lieu of H.S. Diploma – Required
- 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
- 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
- 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. 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.
Salary Range per hour, depending on experience and qualifications
- $20.40 - $31.04
At MECU, we prioritize the well‑being and growth of our employees by offering a comprehensive benefits package that includes but not limited to:
- 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.
Join MECU and enjoy benefits that truly support you and your family.
While performing the duties of this position, the successful candidate is regularly required to sit; use hands and fingers to handle objects, tools, keyboards or controls; talk and hear. The employee is occasionally required to stand, walk, reach with hands and arms and stoop or kneel.
Must regularly lift and/or move files and equipment up to 25 pounds and occasionally lift/move up to 40 pound objects. Specific vision characteristics required by this position include close vision, adjust focus, and view a computer screen for extended periods of time.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
MECU of Baltimore, Inc. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
MECU conducts credit, bond and background checks.
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