Specialist, Desktop Support

Telamon•Carmel, IN

47d•Hybrid

About The Position

The Desktop Support Specialist is responsible for delivering end-user and organizational support. The role ensures all incidents are analyzed, resolved, and properly documented within target SLAs. This person will work with end users in varying mediums such as in person, over the phone, or via chat/email to resolve any technical issues that may be occurring. Complete end user hardware asset management including initial receiving, implementation, repair, and final destruction at the device's end of life will be a part of day to day work. As a member of the service desk team, the primary objective is to provide amazing customer service while resolving issues in a timely manner.

Requirements

Knowledge of Windows 10, Windows 11
Knowledge of the Microsoft client-side suites
Understanding of printers (network, local, label) - troubleshooting, installing, configuring
Understanding of networking, DHCP, DNS, and Active Directory
Ability to determine appropriate course of action for mid-level IT issues from end users
Passion for customer service
Team player
Strong organizational, troubleshooting, and time management skills.
High School Diploma required, additional relevant education/certs preferred
1 year in a desktop support role or relevant experience.

Responsibilities

Troubleshoots and resolves IT issues via phone, web, email and in-person channels
Provides ownership of end user problems from the time of report until it is completely resolved with a goal of minimizing overall working time while providing a great experience to the user
Actively monitors ticket queues and ensures that all tickets are handled in accordance with our service delivery standards
Escalates tickets proactively to process, system owners and management where necessary
Proceeds in all activities with high levels of customer service in mind: timely, accurate, pleasant, and helpful with great communication
Communicates regularly with employees to ensure that they understand how to access and request various IT services
Maintains and demonstrates strong technical expertise in all relevant technologies
Ensures normal day to day functionality of systems, networks and associated devices with minimal supervision from the appropriate owner/stakeholder
Comfortably interfaces with vendors on an as needed basis 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
Available for potential rotating after hours on-call services

Benefits

Health/Life
medical, dental, vision, FSA, HSA (with company match), life insurance/AD&D, disability, critical illness, accident & hospital indemnity
Financial
401(k) (with company match), annual profit share, referral bonus, company discounts
Time Off
salaried/exempt: no set amounts, hourly/non-exempt: starts 2nd month, monthly accruals, increases based on tenure
floating holidays, paid holidays
parental & family care leave, bereavement leave
Education
Tuition reimbursement
Scholarship awards for children (elementary-college), educational payments for children under age 3
Annual professional development awards
Other
legal assistance, identity theft protection, pet insurance, EAP, points recognition program, 50% in office/50% remote (if role supports & working in close proximity to one of our offices)