Help Desk Support Specialist; HSS

Company Summary

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.

WE NEVER COMPROMISE THE MEMBER EXPERIENCE - 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. The specialist manages the full lifecycle of helpdesk tickets, from initial intake to resolution, while maintaining a strong customer‑service focus. Core responsibilities include 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. After completion of 90 days, the incumbent may work a hybrid schedule.

• High School Diploma – Required
• GED – In lieu of high school 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 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.

• 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.

• 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

• $20.29 – $29.42