Help Desk Support and Automation Specialist

VIVA USA Inc; Columbia (SC); On-site; USD 90,000 - 120,000; Full time

Job summary

VIVA USA Inc. in Columbia, SC is seeking an experienced Help Desk Support & Automation Specialist to provide first-line technical support at a secure juvenile facility on Broad River Road.

You will resolve tickets, troubleshoot across the network to endpoint, and help document procedures while collaborating with the Help Desk Manager on automation opportunities. The role requires 10+ years of ticketing and IT troubleshooting experience, and a background screening is required for access to

Qualifications

• 10+ years of experience using ticketing software.
• 10+ years of IT troubleshooting, help desk, or technical support.
• Experience with network-to-endpoint issues.
• Bachelor’s degree or equivalent relevant experience plus alternative qualifications.

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 troubleshooting

Cross-team collaboration

Education

Bachelor’s degree or equivalent experience

Tools

PowerShell

Power Automate

Microsoft Power Platform

Automation tooling

Job description

Position overview

Client 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 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.

Required 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)

Preferred qualifications

• 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. (Microsoft 365 Certified: Endpoint Administrator Associate)

Work environment and screening

This is an onsite desk-based position at a heavily secured facility. The role does not involve travel or overnight work. Candidates must pass the facility’s required background screening, which will include a criminal history check, 5 panel drug screening, and credit report.

Notes

Monday-Friday, 8:30 a.m.-5:00 p.m., with a lunch break

VIVA is an equal opportunity employer.

All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job.

This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status