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Help Desk & Training Specialist (Professional Services Industry) at latitudeinc
latitudeincBaltimore, MD·5d ago
Mid LevelFull-time
Salary Range
$70,000 - $85,000 /year
Position Summary:
We are seeking a knowledgeable and service-oriented Help Desk & Training Specialist to support employees in a fast-paced Professional Services environment. This role is responsible for providing technical support, onboarding and training new hires, and ensuring staff are proficient with firm systems, software, and technology tools. The ideal candidate understands the urgency, confidentiality, and client-service mindset required in professional services organizations.
Responsibilities:
• Help Desk & Technical Support
• Provide Tier 1–2 help desk support for hardware, software, and system-related issues
• Troubleshoot issues related to desktops, laptops, printers, mobile devices, and peripherals
• Support common professional services applications (e.g., document management systems, time & billing, CRM, Microsoft 365)
• Manage user accounts, permissions, and access requests
• Escalate complex issues to internal IT teams or external vendors as needed
• Track, document, and resolve support tickets in a help desk or ticketing system
• Training & Onboarding
• Conduct technology onboarding sessions for new hires
• Develop and deliver training materials, user guides, and quick-reference documentation
• Train employees on firm systems, workflows, and best practices
• Provide one-on-one or group training sessions as needed
• Reinforce cybersecurity, data security, and acceptable use policies
• Process Improvement & Collaboration
• Identify recurring issues and recommend training or system improvements
• Partner with IT, HR, and management to improve user experience and technology adoption
• Assist with system upgrades, software rollouts, and technology changes
• Maintain accurate documentation of processes and training materials
