Help Desk Support & Automation Specialist

• Serve as the first point of contact for help desk requests and participate in rotating call queue coverage.
• Troubleshoot and resolve network connectivity, endpoint, and user access issues.
• Perform password resets and assist users with common hardware, software, and technical problems.
• Provide IT support to employees across education, medical, and facility operations.
• Record, track, manage, and resolve incidents and service requests using a ticketing system.
• Collaborate with the Help Desk Manager to capture existing processes, workflows, and operational knowledge.
• Develop and maintain SOPs, technical documentation, troubleshooting guides, and support workflows.
• Assist with cross-training help desk personnel and improving the consistency of IT support operations.
• Identify opportunities to automate routine tasks, streamline workflows, and improve help desk efficiency.
• Support endpoint management activities as needed.
• Ensure accurate ticket documentation, timely issue resolution, and effective communication with end users.

• 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 troubleshooting network-to-endpoint issues, including network connectivity, endpoint devices, and user access problems.

• Bachelor’s degree or equivalent relevant experience:

• Bachelor’s degree; OR
• Associate’s degree with 2 additional years of relevant experience; OR
• High School Diploma with 4 additional years of relevant experience.

Preferred Skills

• Experience with PowerShell, Power Automate, or the Microsoft Power Platform.
• Experience developing AI-enabled workflows or other automation.
• Experience with endpoint management.
• Experience with Microsoft Intune.
• Microsoft MD-102 Certification (Microsoft 365 Certified: Endpoint Administrator Associate).