HELP DESK SUPPORT

JOB POSTING ANNOUNCEMENT

POSTING DATE: 11/04/2022      

COMPENSATION: $17.00/hr.

DATES OF EMPLOYMENT:   December 12, 2022 - September 1,  2023

STATUS &FLSA: Non-Exempt/ Temporary w/o Benefits

LOCATION: 100 W. 23rd Street, Baltimore, Maryland 21218

ABOUT 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 employees and job seekers in order to enhance and promote the local economy.  At MOED, we view our mission broadly to deliver economic justice to our city! To us_, e_conomic justice means creating an equitable workforce system for all residents – especially those who have been generationally and systemically disadvantaged – one that is responsive to their needs and ensures viable economic opportunities. Our vision is for every City resident to maximize his/her career potential and all employers have the human resources to grow and prosper – a workforce system that works.

Baltimore YOUTHWORKS Summer Jobs Program is one of the largest summer jobs initiatives in the nation. For the past 5 years, the goal has been to offer 8,000 City youth an opportunity to work and earn wages during the summer months. Built on the unspoken expected reality that a large percentage of black and brown youth would have unequal access to a summer job because of structural and institutional racism, YOUTHWORKS prioritizes those most impacted – youth receiving public assistance, low wage families and youth connected to the Department of Juvenile Service.

POSITION OVERVIEW:

This is a service delivery position where work duties involve direct support of a YouthWorks unit comprised of approximately 30-50 worksites employing 500-700 youth.  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 close supervision of a MOED administrative superior.  

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer, screen, and direct calls to appropriate person or unit

• Relay operational policies and procedures to program partners and youth participants

• Assist youth with completing YW application and required documents 

• Ensure youth participant efolders meet audit guidelines

• Enter data accurately and quality control files

• Ability to review and process large volume of data to meet or exceed daily quota

• Generate correspondence to worksites, youth, and parents

• Run worksite reports daily

• Operate office equipment (ie. multi-line telephone system, copiers, scanner and laptop/desktop computer)

• Scan and file all documents to YouthWork system and worksite efolders

• Research requested information and/or issues and follow up with worksites and youth

• Assist in preparing and organizing materials for distribution to worksites, youth and summer staff

• Assist with assigning youth to worksites

• Support the Unit Supervisor with the facilitation, processing, and submission of youth electronic timesheet

• Assist with coordination and facilitation of YW program events (job fair, verification appointments, etc)

• Inventory office supplies and materials for unit 

• Assist with the set up and break down of materials and equipment.  

• Represent the Agency and customer service philosophy, policy and procedures with the utmost integrity

• Perform other related work assignments as directed

HELP DESK:

• Provide technical support assistance re-setting passwords and changing participants and worksite information as needed
• Be able to navigator through the YouthWorks System
• Ability to work independently and well as in a group setting
• Provide clear and concise direction when assisting interested parties in uploading documents and forms in the YouthWorks System
• Respond to help desk questions within a business day
• Proficiency in virtual communications platforms (ie. Zoom, Google Meets and Microsoft teams, etc)
• Detailed oriented

KNOWLEDGE, SKILLS AND ABILITIES:

• Solid ability to operate Microsoft Office software and Google Suite

• Solid data entry ability

• Solid time management skills to effectively manage multiple priorities

• Solid verbal and written communication skills

• Analytical skills, adapting readily to changing priorities, detail orientated and ability to maintain confidentiality.

• Solid skills to quickly evaluate service delivery issues and identify resolution

• Must be willing to use your personal computer equipment and personal phone equipment as applicable and when required

• Must have a valid, unexpired Maryland driver's license

• Must be willing to use personal vehicle for the completion of assigned duties as needed

MINIMUM REQUIRED EDUCATION AND EXPERIENCE:

• Three years experience working in human services field with youth programs.
• One-year supervisory experience.

ADDITIONAL REQUIREMENTS:

• Access to a computer or laptop with a microphone and camera and high-speed internet capabilities

• Ability to pass a mandatory criminal background, fingerprinting, plus drug and alcohol screening

• Ability to work onsite/ in-person

• Must be flexible to work Saturdays when directed

• Standard work schedule for this position is 8:30am to 4:30pm

CITY OF BALTIMORE, MAYOR'S OFFICE OF EMPLOYMENT DEVELOPMENT IS AN EQUAL OPPORTUNITY EMPLOYER AND SERVICE PROVIDER