Senior Help Desk & Automation Specialist

Cynet Systems; Columbia (SC); On-site; USD 38,000 - 45,000; Full time

Job summary

BlackCube Labs is seeking an experienced Help Desk Support & Automation Specialist to provide first-line technical support at its Broad River Road location. The role supports staff across education, medical, and facility operations, resolving help desk requests, troubleshooting from network to endpoint, and documenting workflows.

The specialist will work with the Help Desk Manager to capture knowledge, create SOPs, and identify opportunities to automate recurring tasks while assisting with

Qualifications

• Bachelor's degree or equivalent relevant experience (4 extra years if HS diploma, 2 extra years if Associate)
• Experience with help desk and IT troubleshooting, ticketing, and network-to-endpoint issues
• Experience automating workflows and developing SOPs is preferred

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.
• Capture existing processes and operational knowledge with Help Desk Manager.
• Create and maintain SOPs and support documentation.
• Cross-train staff and improve consistency in operations.
• Identify opportunities to automate routine tasks and improve support functionality.
• Assist with endpoint management as needed.

Skills

Help desk

Ticketing software

Network troubleshooting

PowerShell

Power Automate

Power Platform

Endpoint management

Documentation

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Intune

MD-102 certification

Job description

Pay Range: $27.50hr - $32.50hr

Job Overview:

Our 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 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 the candidate has a High School Diploma, 2 additional years of relevant experience if the 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).