Helpdesk Support (NCS) - Mayor's Office Of Employment Development

Non-Civil Service Position

Salary Range: $15.00 - $28.80 Hourly

Starting Pay: $18.00 Hourly

Get to Know Us

Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or interested in learning more, explore our opportunities and benefits programs. The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops.

Note: Grant Positions Are Not Eligible For Retirement Benefits

About the City of Baltimore, Mayor's Office of Employment Development:

The Mayor's Office of Employment Development (MOED) coordinates and directs workforce development initiatives responsive to the needs of Baltimore City employers and job seekers to enhance and promote the local economy. Our mission is to deliver economic justice to our city. We define economic justice as creating an equitable workforce system that is responsive to the needs of all residents and ensures viable economic opportunities – especially for those who have been generationally and systemically disadvantaged. Our vision is for every City resident to maximize their career potential and for all employers to have the human resources to grow and prosper.

YouthWorks is one of Baltimore City's youth employment programs under the Mayor's Office of Employment Development. Baltimore city residents aged 14-21 are connected with work opportunities where they earn money while gaining workforce skills and experience. Youth workers gain exposure to career opportunities and pathways and have access to financial education. YouthWorks is committed to ensuring access for those most impacted by generations of systemic and institutional racism, youth receiving public assistance, low-income families, and youth involved with the Department of Juvenile Services.

Job Summary

This is a customer service position where work duties involve direct support of YouthWorks stakeholders. Assignments are carried out in accordance with Baltimore City (COB) and the Mayor's Office of Employment Development (MOED) - Youth Services Division procedures and policies. Work is performed under the supervision of an MOED administrative supervisor.

Essential Functions

• Answer, screen, and direct calls and emails
• Assist youth and worksites with the YouthWorks application and process
• Ensure accurate data entry, filing, and document organization in youth and worksite folders
• Review and process a minimum of 30 youth applications per day
• Follow confidentiality processes and procedures when handling protected personal information (PPI)
• Investigate and communicate youth and worksite-related concerns and issues to appropriate parties
• Communicate YouthWorks program information to youth, worksites, and other stakeholders
• Assist in the distribution of YouthWorks materials
• Represent the Agency and customer service philosophy, policy, and procedures with the utmost integrity.
• Perform other related work assignments as directed.

Minimum Qualifications

Education: Have a high school diploma or a GED equivalent.

AND Experience: At least 2 years of customer service experience. At least 1 year of experience working in the human services field with youth programs.

Additional Requirements

• Ability to pass a mandatory criminal background check, fingerprinting, and alcohol screening
• Work schedule for this position is in-person from 8:30 am to 4:30 pm
• Must be flexible to work Saturdays as needed

Knowledge, Skills, & Abilities

• Ability to accurately review and process a large volume of data
• Ability to work in a fast-paced environment
• Solid ability to operate Microsoft Office software
• Solid time management skills to effectively manage multiple priorities
• Solid verbal and written communication skills
• Analytical skills, adapting readily to changing priorities, detail-oriented, and ability to maintain confidentiality
• Solid skills to quickly evaluate service delivery issues and identify resolution

Additional Information

Background Check: Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint must be successfully completed.

Probation: All persons, including current City employees, selected for this position must complete a mandatory six-month probation.

Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws. Applicants requiring accommodations during the hiring process should contact the Department of Human Resources directly.

Baltimore City Is An Equal Opportunity Employer