Help Desk Support & Automation Specialist

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.

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.

Skills :

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)