What are the responsibilities and job description for the Help Desk Support & Automation Specialist position at InterSources Inc.?
Job Title: Help Desk Support & Automation Specialist)
Location: Columbia, SC 29212 100% Onsite (Monday–Friday, 8:30 AM–5:00 PM)
Duration: 6 Months (Potential for Extension or Conversion to Full-Time)
Interview Process: 1st Round – Virtual Interview; 2nd Round – Onsite Interview
Required Skills
- 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, including network connectivity, endpoint devices, and user access problems.
- Bachelor's degree or equivalent relevant experience:
- Bachelor's degree; OR
- Associate's degree with 2 additional years of relevant experience; OR
- High School Diploma with 4 additional years of relevant experience.
Preferred Skills
- Experience with PowerShell, Power Automate, or the Microsoft Power Platform.
- Experience developing AI-enabled workflows or other automation.
- Experience with endpoint management.
- Experience with Microsoft Intune.
- Microsoft MD-102 Certification (Microsoft 365 Certified: Endpoint Administrator Associate).
Job Description
Key Responsibilities
- Serve as the first point of contact for help desk requests and participate in rotating call queue coverage.
- Troubleshoot and resolve network connectivity, endpoint, and user access issues.
- Perform password resets and assist users with common hardware, software, and technical problems.
- Provide IT support to employees across education, medical, and facility operations.
- Record, track, manage, and resolve incidents and service requests using a ticketing system.
- Collaborate with the Help Desk Manager to capture existing processes, workflows, and operational knowledge.
- Develop and maintain SOPs, technical documentation, troubleshooting guides, and support workflows.
- Assist with cross-training help desk personnel and improving the consistency of IT support operations.
- Identify opportunities to automate routine tasks, streamline workflows, and improve help desk efficiency.
- Support endpoint management activities as needed.
- Ensure accurate ticket documentation, timely issue resolution, and effective communication with end users.
Salary : $32