Help Desk Support & Automation Specialist W-2 ONLY

W-2 ONLY

Work Location: Fully Onsite

Candidate location: Candidate must be a CURRENT SC resident. No relocation allowed.

Work environment and screening

This is an onsite desk-based position at a heavily secured facility. The role does not involve travel or overnight work. Candidates must pass the facility’s required background screening, which will include a criminal history check, 5 panel drug screening, and credit report.

The specialist will resolve help desk requests, troubleshooting issues from the network through the endpoint, and 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.

Key responsibilities

• Serve as a first point of contact for help desk requests and 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.

  Required qualifications

• 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 (4 additional years of relevant experience if candidate has a High School Diploma, 2 additional years of relevant experience if a candidate has an Associate’s Degree)

  Preferred qualifications

• 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.