Senior IT Help Desk & Automation Specialist

Important Requirements

• Candidate must currently reside in South Carolina. No relocation allowed.
• Position is fully onsite at a secure facility.
• Bachelor's degree required or equivalent relevant experience.
• First-round virtual interview followed by a second-round onsite interview.
• Candidate must be available for required background and security screening.

Job Description

We are seeking an experienced IT Help Desk & Automation Specialist to provide first-line technical support, troubleshoot hardware, software, network, and endpoint issues, and improve daily IT support operations.

The specialist will support employees across different facility operations, manage help desk requests, document technical procedures, and identify opportunities to automate repetitive tasks. This role will work closely with the Help Desk Manager to improve support processes, develop standard operating procedures (SOPs), and strengthen team efficiency.

The ideal candidate will have 10 years of IT help desk or technical support experience, extensive knowledge of ticketing systems, and hands-on troubleshooting experience. Familiarity with PowerShell, Microsoft Power Platform, Power Automate, and AI-driven automation is a strong advantage.

Key Responsibilities

• Serve as the first point of contact for IT support requests and provide help desk call queue coverage.
• Troubleshoot network connectivity, endpoint, hardware, software, and user access issues.
• Perform password resets and resolve common technical problems.
• Provide technical support to staff across education, medical, and facility operations.
• Log, track, prioritize, and resolve support tickets using ticketing platforms.
• Work with the Help Desk Manager to document existing IT processes and operational procedures.
• Develop and maintain SOPs, workflows, and technical documentation.
• Assist with cross-training team members and improving help desk operations.
• Identify opportunities to automate repetitive tasks and improve IT support workflows.
• Support endpoint management and related technical activities.
• Explore and implement automation solutions to improve operational efficiency.

Required Qualifications

• 10 years of experience working with ticketing systems or help desk platforms.
• 10 years of IT troubleshooting, help desk, or technical support experience.
• Hands-on experience troubleshooting issues from network infrastructure through end-user endpoints.
• Bachelor's degree or equivalent relevant experience.
• Strong problem-solving, communication, and documentation skills.
• Ability to work independently and manage multiple support requests.

Education Equivalency:

• 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.

Preferred Qualifications

• Experience with PowerShell scripting, Power Automate, or Microsoft Power Platform.
• Experience developing AI-enabled workflows or automation solutions.
• Hands-on endpoint management experience.
• Experience with Microsoft Intune.
• Microsoft MD-102 certification (Microsoft 365 Certified: Endpoint Administrator Associate).
• Experience creating SOPs and automating IT support processes.

Work Environment

• Fully onsite position at a secure, controlled-access facility in Columbia, SC.
• Primarily desk-based IT support responsibilities.
• No travel or overnight work required.
• Must be comfortable working within a secure facility environment.

Background & Onboarding Requirements

Selected candidates must successfully complete:

• 7-year standard background check and credit history check.
• 5-panel drug screening.
• E-Verify verification.
• DSS Central Registry check.
• TB test.