Help Desk Support & Automation Specialist - Contract - Columbia, SC

Help Desk Support & Automation Specialist
Location:Columbia, SC Onsite

Interview Process: 1st Round Virtual Interviews followed by a 2nd Round Onsite Interview
Duration: 12 Months
Employment Type: Contract
Experience Required: 10+ Years

Candidate location: Candidate must be a CURRENT SC resident. No relocation allowed.

Project Scope:

We are seeking an experienced Help Desk Support & Automation Specialist to provide first-line technical support at a secure juvenile correctional facility in Columbia, SC.

The specialist will support staff across education, medical, and facility operations by resolving help desk requests, troubleshooting network and endpoint issues, and assisting with user access and common technical problems.

In addition to daily technical support, the role will work closely with the Help Desk Manager to document existing processes, capture operational knowledge, support staff cross-training, and identify opportunities to automate repetitive tasks and improve help desk operations.

This is an onsite, desk-based position at a secure facility.

Key Responsibilities:

Help Desk and Technical Support

• Serve as the first point of contact for help desk requests and provide rotating call queue coverage.
  
• Troubleshoot network, endpoint, and user access issues.
  
• Perform password resets and assist users with common technical problems.
  
• Provide technical support to staff across education, medical, and facility operations.
  
• Record, track, and resolve support requests using a ticketing system.
  
• Troubleshoot technical issues across the network-to-endpoint environment.
  

Process Documentation and Knowledge Management

• Work with the Help Desk Manager to capture existing processes and operational knowledge.
  
• Create and maintain clear Standard Operating Procedures (SOPs), workflows, and support documentation.
  
• Document recurring issues, troubleshooting steps, and support procedures.
  
• Assist with cross-training staff and improving consistency across help desk operations.
  

Automation and Endpoint Management

• Identify opportunities to automate routine help desk tasks and improve support functionality.
  
• Support the development of automated workflows and process improvements.
  
• Assist with endpoint management activities as needed.
  

Required Skills & Experience:

• 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 troubleshooting network-to-endpoint issues.
  
• Bachelor's degree or equivalent relevant experience.
  

Preferred Skills

• Experience with PowerShell, Power Automate, or Microsoft Power Platform.
  
• Experience developing AI-enabled workflows or other automation solutions.
  
• Endpoint management experience.
  
• Hands-on experience with Microsoft Intune.
  
• Microsoft MD-102 certification.
  

Education:
Bachelor's degree: Meets the education requirement.

• Associate's degree: Requires 2 additional years of relevant experience.
  
• High school diploma: Requires 4 additional years of relevant experience.