Senior Help Desk & Automation Specialist
About The Position
The Senior Help Desk & Automation Specialist provides first-line technical support at the client's Broad River Road location, serving staff in education, medical, and other facility operations. The role resolves help desk requests and troubleshoots issues across networks, endpoints, and user access. It also focuses on improving day-to-day support operations by working 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 facility. The selected candidate must complete the facility's required background screening before starting.
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 issues from the network through the endpoint.
- Bachelor's degree or equivalent relevant experience. Candidates with a high school diploma require four additional years of relevant experience; candidates with an associate's degree require two additional years of relevant experience.
- Must 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 (Microsoft 365 Certified: Endpoint Administrator Associate).
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
