Help Desk Support & Automation Specialist

Project Overview

The State of South Carolina is seeking an experienced Help Desk Support & Automation Specialist to provide first-line technical support at its Broad River Road location in Columbia. 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.

Duties/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.

Requirements

Benefits