Maryland Legal Aid (MLA) advocates with and for Marylanders experiencing poverty to achieve equity and social justice through free civil legal services, community collaboration, and systemic change. Since 1911, Maryland Legal Aid has worked hand in hand with communities and individual clients to remedy their most fundamental civil legal issues and dismantle the systemic barriers that threaten stability, security, and access to justice for underserved Marylanders.

MLA is dedicated to preserving the basic human needs and basic human rights of clients, particularly as they navigate the justice system. MLA’s team of over 90 paralegals strives to level the legal playing field so that those most in need achieve equal access to justice. Because of our staff’s drive, expertise, and commitment to serve communities across the state, MLA is able to uplift the experiences of tens of thousands of economically disadvantaged and vulnerable Marylanders every year before judges, legislators, and government officials.

Job Summary:

MLA announces an immediate opening for a full-time Help Desk Specialist based in Baltimore, MD. The Help Desk Specialist provides front-line technical support for staff across the organization, ensuring reliable access to essential technology and applications. This role serves as a key resource in maintaining a productive work environment by receiving, recording, and resolving hardware, software, and systems issues promptly and professionally.

Help Desk Specialist Duties & Responsibilities

• Provide First-Level Support: Serve as the initial point of contact for users facing hardware, software, and networking issues. Diagnose and resolve technical problems via phone, email, remote access, and in-person.
• Ticket Management: Log all help desk interactions, track ticket progress, and ensure timely resolution of issues. Escalate complex issues to higher-level technical staff as needed.
• Onboarding & Offboarding: Create new user accounts and manage new employee onboarding experience as it relates to IT. Update directory and other systems as needed when users change roles within the organization or to otherwise ensure accuracy. Terminate access and accounts for departing employees and manage departing employee offboarding experience as it relates to IT.
• Hardware and Software Installation: Install, configure, and upgrade PC software and operating systems. Troubleshoot hardware and software issues on workstations and peripheral devices.
• User Assistance and Training: Assist users with the use of computer software and hardware, including printing, installation, word processing, email, and operating systems. Provide basic training and guidance to users on new systems or software applications.
• Inventory Management: Maintain an inventory of IT assets, to include monitors, docking stations, computers, printers, scanners and other equipment.
• Documentation: Create and maintain detailed documentation of IT problems and resolutions, inventory, and user guides for internal use.
• Collaboration with IT Team: Work closely with other IT department members to ensure cohesive support and alignment with IT department goals and strategies.
• Continuous Learning: Stay current with system information, changes, and updates. Participate in educational opportunities and read professional publications to improve knowledge and technical proficiency.
• Customer Service: Provide high-quality customer service to all users, ensuring a positive experience and fostering good relationships between the IT department and other departments within the organization.

Help Desk Specialist Qualifications

• Education/Experience: 1-3 years of study in an Information Technology program or related field, or equivalent experience.
• Certifications: Relevant IT certifications, such as CompTIA A or Microsoft Certified: Modern Desktop Administrator Associate are highly desirable, but not required.
• Technical Knowledge: Familiarity with Windows operating systems and Microsoft Office software, as well as basic networking concepts. Experience with user account management.
• Troubleshooting Skills: Strong problem-solving skills with the ability to diagnose and resolve hardware, software, and network issues.
• Communication Skills: Excellent verbal and written communication skills with the ability to explain technical issues to non-technical staff in a clear and concise manner. Strong commitment to providing excellent customer service, with a friendly and patient demeanor.
• Confidentiality: Ability to handle sensitive information with discretion and maintain user privacy and data security.

Work Environment

Work duties are typically performed in a general office setting with regular interaction via telephone, videoconference, instant messaging, email, and in-person. Certain work duties may be performed in community settings. This position may be partially remote (i.e. hybrid) after completion of a 6-month probationary period.

Salary and Benefits

The salary range for this position is $47,000 - $57,000. In addition, MLA provides employees with a generous benefits package that includes health, dental, vision, life insurance, a 401(k)-retirement plan with employer contribution, paid vacation, sick leave and personal leave, 14 annual paid holidays, and more!

Maryland Legal Aid is committed to equity, justice, and inclusion. As an equal opportunity employer, MLA seeks to hire individuals from diverse backgrounds and perspectives that are reflective of the communities we serve, including people with disabilities, people of color, women, and members of traditionally underrepresented groups.

Please submit a cover letter and resume to apply via the online application. Applications will be reviewed on a rolling basis, and candidates are encouraged to apply at the beginning of the recruitment process.