Specialist, Desktop Support

Telabotics•Carmel, IN

9h•Onsite

About The Position

The Desktop Support Specialist delivers end-user and organizational IT support, ensuring incidents are analyzed, resolved, and documented within target SLAs. The role supports users in person, by phone, chat, and email, and manages end-user hardware assets from receipt and provisioning through repair and end-of-life destruction or return. As part of the service desk team, the position focuses on providing excellent customer service and resolving issues promptly. This is a non-exempt, hourly role based onsite daily at Telamon’s Carmel, Indiana location. The schedule is 8:00 a.m. to 5:00 p.m., Monday through Friday. Minimal travel may be required, with occasional work outside normal business hours and potential rotating after-hours on-call service.

Requirements

High school diploma required.
At least 1 year in a desktop support role or relevant experience.
Knowledge of Windows 10 and Windows 11.
Knowledge of Microsoft client-side suites.
Understanding of network, local, and label printers, including troubleshooting, installation, and configuration.
Understanding of networking, DHCP, DNS, and Active Directory.
Ability to determine an appropriate course of action for mid-level IT issues reported by end users.
Strong customer-service orientation.
Team-player approach.
Strong organizational, troubleshooting, and time-management skills.
Ability to pick up, lift, package, and carry IT end-user equipment weighing approximately 30 pounds.

Nice To Haves

Additional relevant education or certifications.

Responsibilities

Troubleshoot and resolve IT issues through phone, web, email, and in-person channels.
Own end-user problems from report through resolution, minimizing user downtime while providing a positive experience.
Monitor ticket queues and handle tickets according to service delivery standards.
Proactively escalate tickets to process owners, system owners, and management when necessary.
Provide timely, accurate, pleasant, and helpful customer service with strong communication.
Communicate with employees about how to access and request IT services.
Maintain and demonstrate technical expertise in relevant technologies.
Support normal day-to-day functionality of systems, networks, and associated devices with minimal supervision from the appropriate owner or stakeholder.
Work with vendors as needed for support or project activities.
Receive, catalog, and pre-provision new hardware assets.
Configure and fulfill hardware assets.
Manage destruction or return of hardware assets at end of life.
Be available for potential rotating after-hours on-call service.

Benefits

Medical, dental, and vision coverage.
HSA with company match.
Dependent care FSA.
Life and disability coverage.
Voluntary plans.
Legal and identity protection.
Pet insurance.
Employee assistance program.
401(k) with company match.
Annual bonus based on company performance.
Referral bonuses.
Discounts.
Phone allowance.
Flexible PTO for salaried roles; hourly roles start at 15 days of PTO, including two floating holidays.
Paid holidays and floating holidays.
Parental leave.
Bereavement leave.
Hybrid and remote options, subject to eligibility and role circumstances.
Tuition reimbursement.
Annual professional development grants.
Online learning resources.
Leadership programs and internal growth opportunities.
Recognition programs.
Scholarships and educational stipends for children.
Company-paid sabbaticals.
Company outings with access to local events.