Help Desk Support and Automation Specialist

Excelraise, LLC is a leading provider of full-service IT solutions and a talent management company headquartered in Denver, CO. At Excelraise, we specialize in IT staffing solutions tailored for government and federal clients across the USA.

Excelraise, LLC is seeking a Help Desk Support and Automation Specialist for our direct client in Columbia, SC.

The South Carolina Department of Juvenile Justice (SCDJJ) 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.

Responsibilities

• Serve as the 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.

Requirements

<>Required skills</>

• 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 candidate has a High School Diploma, 2 additional years of relevant experience if a candidate has an Associate's Degree).

<>Preferred Skills</>

• Experience with PowerShell, Power Automate, or 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).

<>Education</>

Bachelor's degree or equivalent relevant experience. Candidates with a High School Diploma must have 4 additional years of relevant experience. Candidates with an Associate's Degree must have 2 additional years of relevant experience.

<>Work Environment</>

Fully onsite, desk-based position at a heavily secured juvenile correctional facility. Work is based in one building. No travel or overnight work required. Candidates must complete the facility's required background screening.