Onsite Help Desk & 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

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