What are the responsibilities and job description for the Help Desk Support & Automation Specialist in Columbia, SC position at Syntricate?
Requisition Name : Help Desk Support & Automation Specialist
Job Id - 14423
Work location: Columbia, SC
Interview Process: 1st Round Virtual Interviews followed by a 2nd Round Onsite Interview
Duration of the Contract: 6 Months
Possibility for Extension: Yes
Work Location: Fully Onsite
DESCRIPTION
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.
Key responsibilities
Job Id - 14423
Work location: Columbia, SC
Interview Process: 1st Round Virtual Interviews followed by a 2nd Round Onsite Interview
Duration of the Contract: 6 Months
Possibility for Extension: Yes
Work Location: Fully Onsite
DESCRIPTION
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.
Key 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.
- 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 with network-to-endpoint issues.
- Bachelor’s degree or equivalent relevant experience (4 additional years of relevant experience if candidate has a High School Diploma, 2 additional years of relevant experience if a candidate has an Associate’s Degree)
- Experience with PowerShell, Power Automate, or the Microsoft Power Platform.
- Experience developing AI-enabled workflows or other automation.
- Endpoint management experience.
- Microsoft Intune experience.
- Microsoft MD-102 certification.