Help Desk Support & Automation Specialist (Onsite)
About The Position
The Client is seeking an experienced Help Desk Support & Automation Specialist to provide first-line technical support at its Broad River Road location in Columbia, South Carolina. The position supports staff in education, medical, and other facility operations by resolving help desk requests and troubleshooting issues from the network through the endpoint. The Specialist will also help improve day-to-day support operations. A key part of the role is working closely with the Help Desk Manager to capture operational knowledge, document procedures and workflows, support cross-training, and identify opportunities to automate recurring work. The position is based in one building at a secure juvenile correctional facility. The candidate must complete the facility's required background screening before starting. The stated duration is 6+ months.
Requirements
- 10+ years of experience using ticketing software; experience with any ticketing platform is acceptable.
- 10+ years of IT troubleshooting, help desk, and/or technical support experience.
- Experience with network-to-endpoint issues.
- Bachelor's degree or equivalent relevant experience. Candidates with a high school diploma must have 4 additional years of relevant experience; candidates with an associate's degree must have 2 additional years of relevant experience.
- Complete the facility's required background screening before starting.
Nice To Haves
- Experience with PowerShell, Power Automate, or the Microsoft Power Platform.
- Experience developing AI-enabled workflows or other automation.
- Endpoint management experience.
- Microsoft Intune experience.
- Microsoft MD-102 certification.
Responsibilities
- Serve as a first point of contact for help desk requests and provide rotating call queue coverage.
- Troubleshoot network, endpoint, and user access issues.
- Perform password resets and assist users with common technical problems.
- Support staff in education, medical, and facility operations.
- Record, track, and resolve requests using a ticketing system.
- Work with the Help Desk Manager to capture existing processes and operational knowledge.
- Create and maintain clear SOPs, workflows, and support documentation.
- Help cross-train staff and improve consistency in help desk operations.
- Identify opportunities to automate routine tasks and improve support functionality.
- Assist with endpoint management as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
