Help Desk Analyst III - Global User Support Lead

IonQ, Inc.; United States; Presencial; USD 38.000 - 57.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity

Bonus

Home technology stipend

Unlimited PTO

Descripción de la vacante

IonQ, Inc. is seeking a HelpDesk Technician III to join a cross-functional team at our College Park HQ. You will deliver end-user support across 1100+ global users, configure hardware, and support executives while maintaining IT infrastructure and knowledge bases.

The role requires 3+ years in IT support, Jira/Confluence/Slack/Zoom proficiency, and a Bachelor's in IT or equivalent. Travel up to 30% domestically and internationally; onsite, non-exempt with base pay transparency.

Formación

• Bachelor's degree in IT or equivalent experience in end-user service desk support.
• 3+ years of IT experience in a similar role, working with ITSM tools (Jira).
• An understanding of IDP and MDM concepts and application of these technologies in a modern IT environment.
• Working with different manufacturers for warranty repair work (Dell, Boxx, Apple).
• Experience supporting SAS applications and collaboration tools (Jira, Confluence, Slack, Zoom).
• Proven ability to work in a collaborative, team-oriented environment.
• Exceptional interpersonal skills include rapport building, active listening, and questioning.

Responsabilidades

• Provide comprehensive IT support to over 1100 global users.
• Perform one-on-one end-user problem resolution via phone, instant messaging, and in-person interactions.
• Configure and deploy end-user desktop hardware, software, and peripherals.
• Setup audio visual equipment for onsite meetings and earnings calls using Zoom.
• Maintain, support and troubleshoot Neat Audio Visual equipment in offices.
• Provide support to C-Level executives within Bothell and College Park Offices.
• Train and continually support Tier I and II HelpDesk technicians.
• Handle escalated complex or time-sensitive issues.
• Provide hardware and application orientation and training sessions for new and existing IonQ employees when needed.
• Provide comprehensive support for the user environment, including mobile device management, printing services, asset tracking, and daily workflow optimization.
• Exhibit exceptional customer service and communication skills. Provide professional, empathetic assistance to address complex inquiries and ensure customer satisfaction.
• Utilize advanced problem-solving and analytical abilities to make informed decisions for resolving complex technical issues and improving help desk operations.
• Develop and maintain comprehensive technical documentation and processes for the team.
• Maintain extensive knowledge of IT hardware and applications to provide comprehensive support and troubleshooting across diverse technologies.
• Support Tier IV staff and IT Leadership as required.
• Demonstrate high proficiency in incident, service, and change management.
• Support Escalations & Documentation: Participate in an on-call rotation for critical application and network issues and guide the team in resolving Escalated Tier 1/2 helpdesk issues. Maintain immaculate IT Helpdesk documentation.
• Establish and maintain robust documentation ensuring high-quality support for our customer base.
• Standardize the capture of root-cause solutions, translating resolved issues into accessible, global knowledge-base articles for cross-functional teams.

Educación

Bachelor's degree in IT or equivalent experience

Herramientas

Jira

Confluence

Slack

Zoom

Descripción del empleo

IonQ, Inc. is seeking a HelpDesk Technician III to join a cross-functional team at our College Park HQ. You will deliver end-user support across 1100+ global users, configure hardware, and support executives while maintaining IT infrastructure and knowledge bases.

The role requires 3+ years in IT support, Jira/Confluence/Slack/Zoom proficiency, and a Bachelor's in IT or equivalent. Travel up to 30% domestically and internationally; onsite, non-exempt with base pay transparency.