Desktop Support Specialist

CAI•Irmo, SC

1d•Onsite

About The Position

CAI is seeking a Desktop Support Specialist to provide first-line technical support for staff within a secure facility. The role resolves help desk requests, troubleshoots issues from the network through endpoint devices, and contributes to improving day-to-day support operations. The position is full-time and onsite in Columbia, South Carolina; candidates must be local to the area and have work authorization that does not require sponsorship now or in the future. The specialist supports staff across education, medical, and facility operations departments; records and resolves incidents through a ticketing system; and works with the Help Desk Manager to document operational knowledge, procedures, and workflows. The role also supports endpoint administration, process improvements, automation, team cross-training, and compliance with facility security requirements. Candidates must complete required pre-employment screening and facility background clearance processes.

Requirements

Bachelor’s degree and 10+ years of relevant experience, or an equivalent combination of education and experience.
Candidates with a high school diploma must have 4 additional years of relevant experience in lieu of a bachelor’s degree.
Candidates with an associate’s degree must have 2 additional years of relevant experience in lieu of a bachelor’s degree.
10+ years of experience using ticketing software in a help desk or technical support environment.
10+ years of IT support, help desk, desktop support, or technical troubleshooting experience.
Experience troubleshooting issues from network infrastructure through endpoint devices.
Experience supporting end users with account access, password resets, hardware, software, and connectivity issues.
Experience documenting processes, procedures, and operational workflows.
Ability to pass required criminal history, drug screening, and credit background checks.
Strong written and verbal communication skills.
Must be local to Columbia, South Carolina.
Must have work authorization that does not require sponsorship now or in the future.

Nice To Haves

Experience with PowerShell scripting.
Experience with Microsoft Power Automate or Microsoft Power Platform solutions.
Experience developing AI-enabled workflows or automation solutions.
Endpoint management experience.
Microsoft Intune administration experience.
Microsoft MD-102 certification.
Experience supporting Microsoft-based enterprise environments.
Experience improving help desk processes and support operations through automation.

Responsibilities

Serve as the first point of contact for help desk requests and participate in rotating call queue coverage.
Troubleshoot and resolve technical issues across network, endpoint, application, and user-access environments.
Perform password resets and assist users with common hardware, software, and connectivity issues.
Support staff across education, medical, and facility operations departments.
Record, track, update, and resolve incidents and service requests using a ticketing system.
Partner with the Help Desk Manager to capture operational knowledge and document existing processes.
Create, maintain, and improve standard operating procedures, workflows, and support documentation.
Assist with cross-training initiatives to improve team knowledge sharing and service consistency.
Identify opportunities to automate recurring support tasks and improve operational efficiency.
Support endpoint management activities and related device administration.
Maintain compliance with facility security requirements and operational procedures.
Complete required pre-employment screening and facility background clearance processes.