Help Desk Support Specialist - Friends School of Baltimore

At a Glance:

Job Title: Help Desk Support Specialist

Location: Friends School of Baltimore - Baltimore, MD 21210

Reports To: Director of Information Services

Position Type: Full Time

Pay range $17 - $19

Friends School is a Quaker, co-educational, college preparatory school, Pre-K through Grade 12, in Baltimore City, enrolling 803 students, 44% of whom identify as children of color. We are guided by the Quaker ideals of simplicity, peace, integrity, community, equality, and stewardship. We strive to be a purposefully inclusive community that reflects the racial, ethnic, cultural, socioeconomic, and religious diversity of our city and our region.

Position Overview:

We seek a proactive and detail-oriented Help Desk Support Specialist to join our team. This role combines technical support with strong organizational and administrative skills, making it ideal for someone passionate about helping others while ensuring smooth IT operations. The successful candidate will serve as the first point of contact for end-users, assisting with troubleshooting, tracking issues, and maintaining an organized workflow of daily tasks.

Key Responsibilities:

• Technical Support & Troubleshooting:
  • Provide first-level technical support to end-users via phone, email, or in person.
  • Resolve hardware and software issues, escalating complex problems as needed.
  • Configure and install computer workstations, software, and peripheral equipment.
• Task Management:
  • Monitor, prioritize, and assign incoming help desk tickets to appropriate technicians.
  • Track progress on all open tickets to ensure timely resolution.
  • Monitor documentation of support cases, solutions, and follow-up activities.
• Administrative & Organizational Duties:
  • Manage appointments, schedules, and meetings for the IT department.
  • Ensure all tickets are documented with relevant notes and updates.
  • Assist in coordinating IT-related projects, such as software rollouts and updates.
• Database & Reporting:
  • Perform data entry and basic database maintenance tasks.
  • Generate reports from help desk ticketing systems and other platforms.
  • Maintain asset management and inventory databases.
• Business Applications:
  • Learn and adapt quickly to new business software applications.
  • Provide basic user training and guidance on business applications.
• Customer Service:
  • Maintain a professional and empathetic approach when addressing user issues.
  • Communicate technical information clearly to non-technical users.
  • Establish strong working relationships with end-users and departmental contacts.

Required Skills & Qualifications:

• Associate's Degree in Information Technology, Business Administration, or related field (or equivalent experience).
• 1-3 years of experience in a help desk or technical support role.
• Strong organizational and time management skills.
• Ability to manage multiple priorities and stay on top of various appointments and tasks.
• Familiarity with common business applications (e.g., Microsoft Office, G Suite, ticketing systems).
• Basic understanding of databases and ability to perform data entry and simple queries.
• Excellent written and verbal communication skills.
• Demonstrated problem-solving ability and a willingness to learn.
• High level of professionalism and attention to detail.

Personal Attributes:

• Strong executive function skills (e.g., planning, task initiation, and organization).
• A positive, team-oriented attitude.
• Adaptability to a dynamic and fast-paced work environment.
• High level of confidentiality and professionalism.

Friends School of Baltimore offers a host of benefits including Medical, Dental, Vision, 403(b) match up to 5%, Legal Services, Pet Insurance and Life, AD&D, STD & LTD. Additional information on benefits can be provided upon request.

Friends School of Baltimore actively promotes equity, diversity, and inclusion in all programs and operations, including admissions, financial aid, and hiring. To form a community that strives to reflect the world's diversity, we do not discriminate on the basis of race or color, religion, nationality, ethnicity, economic background, physical ability, sex, gender identity or expression, or sexual orientation. Friends School of Baltimore is an equal opportunity employer. Candidates of color and members of other underrepresented groups who might enrich and diversify the school community are strongly encouraged to apply.

Interested candidates should apply with their resume, cover letter, and supporting documents to the link on the school website. A search committee will review candidate information and will contact those candidates they are interested in having a conversation with about the position.