Specialist, Desktop Support

Telamon•Carmel, IN

11h•Onsite

About The Position

The Desktop Support Specialist delivers end-user and organizational support, ensuring incidents are analyzed, resolved, and documented within target SLAs. The role supports users in person, by phone, and through chat or email, and manages end-user hardware assets from receipt and setup through repair and end-of-life destruction or return. As part of the service desk team, the specialist provides customer-focused, timely issue resolution and works with minimal supervision from the appropriate owner or stakeholder. The position is hourly and non-exempt, based onsite daily at Telamon’s Carmel, Indiana location, Monday through Friday, 8 a.m. to 5 p.m. Minimal travel may be required, with occasional after-hours work and potential rotating on-call services.

Requirements

High school diploma.
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.
Passion for customer service and ability to work as a team player.
Strong organizational, troubleshooting, and time-management skills.
Ability to 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 by phone, web, email, and in person.
Own end-user problems from initial report through resolution, aiming to minimize downtime while providing a positive user experience.
Monitor ticket queues and handle tickets according to service delivery standards.
Proactively escalate tickets to processes, system owners, or management when necessary.
Provide timely, accurate, pleasant, and helpful customer service with clear communication.
Communicate with employees about accessing and requesting IT services.
Maintain and demonstrate technical expertise in relevant technologies.
Help ensure the normal day-to-day functionality of systems, networks, and associated devices.
Interface with vendors as needed for support or project activities.
Receive, catalog, and pre-provision new hardware assets.
Configure and fulfill hardware assets.
Manage hardware destruction or return at end of life.

Benefits

Medical, dental, and vision coverage.
Health savings account with company match and dependent care flexible spending account.
Life and disability coverage, voluntary plans, legal and identity protection, pet insurance, and employee assistance program.
401(k) with company match.
Annual bonus based on company performance and referral bonuses.
Discounts and phone allowance.
Flexible PTO for salaried roles; hourly roles start with 15 days of PTO, including two floating holidays.
Paid holidays, floating holidays, parental leave, and bereavement leave.
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, and company outings with access to local events.