Help Desk Support & Automation Specialist

We are seeking an experienced Senior Help Desk Support & Automation Specialist to deliver technical support and streamline IT operations. In this position, you will resolve end-user requests, troubleshoot network-to-endpoint issues, document operational workflows, and identify opportunities to automate recurring help desk tasks. < data-path-to-node=”9” dir=”ltr”>Key Responsibilities

• Provide first-line technical support and handle rotating call queue requests for education, medical, and operational staff.
• Troubleshoot network connectivity, endpoint systems, and user access issues, including password resets.
• Record, track, and resolve help desk tickets using an enterprise ticketing platform.
• Develop clear SOPs, technical documentation, and workflows to support staff cross-training.
• Identify and build automation solutions for routine tasks to enhance help desk functionality.

• Technical Support: 10+ years of experience in IT troubleshooting, help desk operations, and end-user support
• Ticketing Systems: 10+ years using service ticketing software to record and manage incidents
• Networking & Endpoints: Hands-on experience troubleshooting issues from the network layer down to the endpoint device
• Documentation: Proven ability to create standard operating procedures (SOPs) and operational workflows
• Preferred (Highly Desired) Skills:
• Automation & Scripting: Hands-on experience with PowerShell, Power Automate, or Microsoft Power Platform
• Endpoint Management: Experience with Microsoft Intune and endpoint configuration
• Certifications: Microsoft MD-102 (Microsoft 365 Certified: Endpoint Administrator Associate)
• AI & Workflows: Experience developing AI-enabled workflows or automated routines