Help Desk Support & Automation Specialist

Job Title: Help Desk Support & Automation Specialist
Job Location: Columbia, SC (Onsite)
Position Type: W2 Contract
Duration: 6 Months; Possibility for Extension.

Primary Skills: Ticketing software, IT troubleshooting, help desk, technical support, network-to-endpoint issues, password resets, user access issues, call queue coverage, SOPs, workflows, support documentation, cross-training, process automation, endpoint management

Preferred Skills: PowerShell, Power Automate, Microsoft Power Platform, AI-enabled workflows, automation, Microsoft Intune, Microsoft MD-102 certification (Microsoft 365 Certified: Endpoint Administrator Associate)

The contractor will provide first-line technical support at a secure facility. The position supports staff in education, medical, and other facility operations. The specialist will resolve help desk requests, troubleshoot 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. This position is based in one building at a secure juvenile correctional facility. The selected candidate must complete the facility's required background screening before starting.

Technical

• Troubleshoot network, endpoint, and user access issues.

• Perform password resets and assist users with common technical problems.

• Record, track, and resolve requests using a ticketing system.

• Create and maintain clear SOPs, workflows, and support documentation.

• Identify opportunities to automate routine tasks and improve support functionality.

• Assist with endpoint management as needed.

Non-Technical

• Serve as a first point of contact for help desk requests and rotating call queue coverage.

• Support staff in education, medical, and facility operations.

• Work with the Help Desk Manager to capture existing processes and operational knowledge.

• Help cross-train staff and improve consistency in help desk operations.

• 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

• 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)

• 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: Microsoft MD-102 certification