Help Desk Support & Automation Specialist

Position Details

Location: Columbia, SC

Work Arrangement: Onsite

About the Role

We are seeking an experienced Senior Help Desk Support & Automation Specialist to deliver technical support and streamline IT operations. In this position, you will resolve end-user requests, troubleshoot network-to-endpoint issues, document operational workflows, and identify opportunities to automate recurring help desk tasks.

Key Responsibilities

• Provide first-line technical support and handle rotating call queue requests for education, medical, and operational staff.

• Troubleshoot network connectivity, endpoint systems, and user access issues, including password resets.

• Record, track, and resolve help desk tickets using an enterprise ticketing platform.

• Develop clear SOPs, technical documentation, and workflows to support staff cross-training.

• Identify and build automation solutions for routine tasks to enhance help desk functionality.

Requirements & Core Skills

• Required Skills:

  • Technical Support: 10+ years of experience in IT troubleshooting, help desk operations, and end-user support

  • Ticketing Systems: 10+ years using service ticketing software to record and manage incidents

  • Networking & Endpoints: Hands-on experience troubleshooting issues from the network layer down to the endpoint device

  • Documentation: Proven ability to create standard operating procedures (SOPs) and operational workflows

• Preferred (Highly Desired) Skills:

  • Automation & Scripting: Hands-on experience with PowerShell, Power Automate, or Microsoft Power Platform

  • Endpoint Management: Experience with Microsoft Intune and endpoint configuration

  • Certifications: Microsoft MD-102 (Microsoft 365 Certified: Endpoint Administrator Associate)

  • AI & Workflows: Experience developing AI-enabled workflows or automated routines

Interview Process

1. First Round: Virtual Interview

2. Second Round: Onsite Interview