Senior IT Help Desk & Automation Specialist

HTC Global; Columbia Township (MO); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision

Paid time off

401(k) matching

Wellness programs

Job summary

HTC Global Services is seeking a Senior IT Help Desk Support & Automation Specialist to provide first-line technical support across education, medical, and facility operations. The role includes troubleshooting, documenting workflows, and identifying automation opportunities to streamline recurring tasks.

You will collaborate with the Help Desk Manager to capture processes, create SOPs, and improve support consistency while maintaining strong ticketing discipline and endpoint support as needed.

Qualifications

• 10+ years of experience using ticketing software.
• 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.
• Candidates with a High School Diploma require 4 additional years of relevant experience.
• Candidates with an Associate's Degree require 2 additional years of relevant experience.

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 across education, medical, and facility operations.
• Record, track, and resolve requests using a ticketing system.
• Partner with the Help Desk Manager to capture existing processes and operational knowledge.
• Create and maintain clear SOPs, workflows, and support documentation.
• Assist with cross-training staff and improving consistency in help desk operations.
• Identify opportunities to automate routine tasks and improve support functionality.
• Assist with endpoint management as needed.

Skills

Ticketing software

IT troubleshooting

Network‑to‑endpoint issues

Education

Bachelor's degree or equivalent

High School Diploma + 4 years experience

Associate's Degree + 2 years experience

Tools

PowerShell

Power Automate

Microsoft Power Platform

Microsoft Intune

MD-102 certification

Job description

HTC Global Services is seeking a Senior IT Help Desk Support & Automation Specialist to provide first-line technical support across education, medical, and facility operations. The role includes troubleshooting, documenting workflows, and identifying automation opportunities to streamline recurring tasks.

You will collaborate with the Help Desk Manager to capture processes, create SOPs, and improve support consistency while maintaining strong ticketing discipline and endpoint support as needed.