End User Support Specialist I

DatamanUSA is looking for a End User Support Specialist I (Service Desk) for our direct client based in MD. This is a great opportunity for someone who is a quick learner with excellent people skills.

Job Details:

Job Title: End User Support Specialist I (Service Desk)

Location: Baltimore, MD

Duration: 6+ Months

Roles & Responsibilities:

*) Provide frontline support to users experiencing access issues related to Workday Open Enrollment event.

*) Guide employees through email login procedures, MFA setup, and password reset tools using automated systems.

*) Guide users to relevant self-service portals and IT resources.

*) Ensure employees can successfully reach the benefit enrollment interface (without advising on benefits selection).

*) Deliver clear instructions and empathetic troubleshooting for a diverse range of users.

*) Supply contact information for the Department of Human Resources (DHR) for benefit-specific inquiries.

*) Document user interactions and escalate unresolved access issues as needed.

Education and Experience:

*) Previous experience in help desk or IT customer support preferred.

*) Strong communication skills and ability to explain technical processes clearly.

*) Familiarity with email systems (e.g., Outlook), MFA platforms, and self-service password recovery tools.

*) Ability to maintain professionalism and patience under pressure.

*) Capable of efficiently navigating administrative systems while providing real-time user guidance

Skills Requirements:

*) Empathetic, patient, and calm during high-volume support periods.

*) Technically savvy with a service mindset.

*) Responsive and able to adapt to changing systems or user needs.

*) Strong sense of discretion and respect for user privacy.