Help Desk Support & Automation Specialist - Contract - Columbia, SC
About The Position
The Help Desk Support & Automation Specialist provides first-line technical support at a secure juvenile correctional facility in Columbia, South Carolina. The specialist supports staff across education, medical, and facility operations by resolving help desk requests, troubleshooting network and endpoint issues, assisting with user access, and addressing common technical problems. Alongside daily support, the specialist works with the Help Desk Manager to document existing processes and operational knowledge, support staff cross-training, and identify opportunities to automate repetitive tasks and improve help desk operations. This is an onsite, desk-based position at a secure facility. The contract is for 12 months.
Requirements
- 10 or more years of experience using ticketing software; experience with any ticketing platform is acceptable.
- 10 or more years of IT troubleshooting, help desk, and/or technical support experience.
- Experience troubleshooting network-to-endpoint issues.
- A bachelor's degree or equivalent relevant experience.
- Must be a current South Carolina resident; relocation is not allowed.
Nice To Haves
- Experience with PowerShell, Power Automate, or Microsoft Power Platform.
- Experience developing AI-enabled workflows or other automation solutions.
- Endpoint management experience.
- Hands-on experience with Microsoft Intune.
- Microsoft MD-102 certification.
Responsibilities
- Serve as the first point of contact for help desk requests and provide rotating call queue coverage.
- Troubleshoot network, endpoint, and user access issues, including issues across the network-to-endpoint environment.
- Perform password resets and assist users with common technical problems.
- Provide technical support to staff across education, medical, and facility operations.
- Record, track, and resolve support requests using a ticketing system.
- Work with the Help Desk Manager to capture existing processes and operational knowledge.
- Create and maintain Standard Operating Procedures (SOPs), workflows, and support documentation.
- Document recurring issues, troubleshooting steps, and support procedures.
- Assist with cross-training staff and improving consistency across help desk operations.
- Identify opportunities to automate routine help desk tasks and improve support functionality.
- Support development of automated workflows and process improvements.
- Assist with endpoint management activities as needed.
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What This Job Offers
Career Level
Senior
