Help Desk Support & Automation Specialist

Intellibee; Columbia (SC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Long-Term Stability

Comprehensive Health Coverage

Future Planning: 401(k)

Green Card assistance

Job summary

IntelliBee is seeking an experienced Help Desk Support & Automation Specialist in Columbia, SC to provide first-line technical support across education, medical, and facility operations. You will troubleshoot issues from network to endpoint, document procedures, and help automate recurring tasks.

The role requires a strong background in ticketing systems, IT support, and strong collaboration with the Help Desk Manager to capture knowledge and create clear SOPs.

Qualifications

• 10+ years using ticketing software.
• 10+ years IT troubleshooting and/or technical support experience.
• Experience with network-to-endpoint issues.
• Bachelor’s degree or equivalent relevant experience (4 additional years if High School Diploma, 2 additional years if 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

IT troubleshooting

Help desk experience

Network-to-endpoint issues

Education

Bachelor’s degree or equivalent experience

Tools

PowerShell

Power Automate

Microsoft Power Platform

Job description

Help Desk Support & Automation Specialist, Columbia, SC, US

Help Desk Support & Automation Specialist

Position overview

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 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.

Benefits at IntelliBee

• Long-Term Stability: Join us on a multi-year opportunities with room to grow.
• Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well.
• Future Planning: Enroll in our 401(k) program and invest in your financial security.
• GC Assistance: We support immediate Green Card processing, if required.