Automation-Driven Help Desk Specialist

RICEFW Technologies Inc; Columbia (SC); On-site; USD 70,000 - 100,000; Full time

Job summary

SCDJJ is seeking an experienced Help Desk Support & Automation Specialist to provide first-line technical support at its Broad River Road location. 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

Qualifications

• 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)

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.

Skills

Ticketing software experience

IT troubleshooting

Network-to-endpoint issues

Education

Bachelor's degree or equivalent experience

Job description

SCDJJ is seeking an experienced Help Desk Support & Automation Specialist to provide first-line technical support at its Broad River Road location. 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