Onsite Help Desk Automation & Process Specialist

United Global Technologies

Columbia (SC)

On-site

USD 65,000 - 90,000

Full time

5 days ago

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Job summary

United Global Technologies, Inc. is seeking an experienced Help Desk Specialist for an onsite role at a heavily secured facility in South Carolina.

Candidates must be a current SC resident with no relocation; employment is W-2 only. The specialist will resolve help desk requests, troubleshoot issues from network through endpoint, and collaborate with the Help Desk Manager to document procedures, workflows, and SOPs while identifying automation opportunities.

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.