Hybrid IT Service Desk Analyst I – Windows/macOS Support

Xometry; North Bethesda (MD); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

401(k) match

Medical, dental, and vision insurance

Generous paid time off

Wellbeing resources

Job summary

Xometry in North Bethesda, MD is seeking an IT Service Desk Analyst to deliver first and second‑level support across Slack, Jira Service Management, and in-person interactions. You will diagnose and resolve IT issues, manage hardware lifecycle, and support onboarding and offboarding processes for employees.

You will configure computer setups for new hires, document troubleshooting steps, and collaborate with the IT Engineering team while upholding excellent customer service and IT policy

Qualifications

• 2+ years of IT support experience or degree in a related field.
• Strong Windows and macOS knowledge.
• Experience with device management using Microsoft Intune.
• Familiarity with Okta identity and access management.
• Experience supporting collaboration tools such as Zoom, Google Meet, and Slack.
• Proficiency with Microsoft Office and Google Workspace.
• Basic networking (TCP/IP, DNS, DHCP) and VPN troubleshooting.
• Excellent customer service and communication skills.
• Strong organization and ability to multi-task.
• Ability to lift and move computer equipment.

Responsibilities

• Provide first and second-level IT support via Slack, Jira Service Management, and in-person interactions.
• Diagnose and resolve a wide range of IT issues and requests.
• Manage lifecycle of IT equipment and onboarding/offboarding processes.
• Configure computer hardware and software for new hires.
• Create and maintain technical documentation and troubleshooting guides.
• Escalate complex issues to appropriate IT teams as needed.
• Maintain professional, empathetic customer service and adhere to IT policies.
• Collaborate with IT Engineering on projects and initiatives.

Skills

Windows

macOS

Intune

Okta

Slack

Zoom

Google Meet

Microsoft Office

Google Workspace

Networking

Education

Related field degree

Tools

Jira Service Management

Slack

Job description

Xometry in North Bethesda, MD is seeking an IT Service Desk Analyst to deliver first and second‑level support across Slack, Jira Service Management, and in-person interactions. You will diagnose and resolve IT issues, manage hardware lifecycle, and support onboarding and offboarding processes for employees.

You will configure computer setups for new hires, document troubleshooting steps, and collaborate with the IT Engineering team while upholding excellent customer service and IT policy