IT - DJJ - Client Technologies Technician - Intermediate - Help Desk Support & Automation Specialist

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. 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).

 
Job Title: Help Desk Support & Automation Specialist
Job Location: Columbia, SC, 29212 (Onsite)
Job Duration: 6 Months, with the potential for extension or conversion to FTE
Shift Timings: Monday–Friday, 8:30 a.m.–5:00 p.m., with a lunch break
 
Job Summary:

• The client is seeking an experienced Help Desk Support & Automation Specialist to provide first-line technical support at its Broad River Road location.
• The position supports staff in education, medical, and other facility operations.
• The specialist will resolve 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 a building at a secure juvenile correctional facility. The selected candidate must complete the facility's required background screening before starting.

Job 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. (Microsoft 365 Certified: Endpoint Administrator Associate) 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