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Specialist, Desktop Support

Telamon
Full-time
On-site
Carmel, Indiana, United States
Desktop Support Positions
Description

Telamon is a leading provider of connectivity integration, implementation, and distribution solutions for many of the world’s most recognized telecommunications, transportation and consumer brands. Founded in 1985, we are a minority-owned company headquartered in Carmel, Indiana, and maintain a global footprint with locations in North America, Europe, and Asia.

 

This work isn’t easy—and that is exactly why we do it. Telamon thrives when we’re solving problems that help enhance connectivity and lead to simplicity, safety, and reliability in everyday life. We are cultivating deeper connections with every bond we forge: a more comprehensive network that serves the world around us—inside our walls and out.

 

Learn more at telamon.com

 
Classification: 
non-exempt/hourly
 
Location: 
Carmel office
 
Schedule: 
M, W, Th-in office; T, Fr-remote
8 am to 5 pm 

 
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)

Note: benefits eligibility may be based on employment status, tenure, location, or other factors
 
Job Summary: 

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. 

Essential Duties and 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

Managerial Responsibility

  • This position does not have direct reports.

Travel/Shift Requirements

  • Minimal travel may be required
  • Occasional work after normal business hours on an as needed basis

Physical Demands

  • Ability pick lift, package, and carry IT end user equipment (approximately 30 lbs.).

Skills and Abilities Required

  • 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.

Education and Experience Required

  • High School Diploma required, additional relevant education/certs preferred
  • 1 year in a desktop support role or relevant experience.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

 
Telamon Corporation is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants for employment. Telamon does not and will not discriminate against any applicant because of race, color, religion, age, national origin, disability, sex (including sexual orientation and gender identity), marital status, veteran or military status, or any other characteristic protected by law. Telamon Corporation makes all employment decisions in a non-discriminatory manner.



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