IT Help Desk Technician

SupportFinity™; College Park (MD); On-site; USD 39,426 - 47,609; Full time

Benefits offered by this job

Unlimited paid time off

401(k) match

Legal insurance

Job summary

SupportFinity™ is seeking an IT Help Desk Technician based in College Park, Maryland. This role provides comprehensive IT support to over 1100 global users and contributes to achieving the company's mission in quantum computing.

The ideal candidate will have a Bachelor's degree in IT, alongside 3+ years of IT support experience. Compensation ranges from $28.62 to $34.56 per hour plus benefits, including medical, dental, vision coverage, and more.

Qualifications

• 3+ years of IT experience in a similar role.
• Understanding of IDP and MDM concepts.
• Experience with warranty repair for Dell and Apple devices.

Responsibilities

• Provide comprehensive IT support to over 1100 global users.
• Configure and deploy end-user desktop hardware.
• Train and support Tier I and II technicians.

Skills

IT support

Customer service

Problem-solving

Communication skills

Education

Bachelor’s degree in IT or equivalent experience

Tools

ITSM tools (e.g., Jira)

Dell devices

Apple devices

SAS applications

Job description

IonQ is developing a full‑stack quantum computer based on trapped‑ion technology, aiming to redefine industries through advanced quantum solutions.

We are looking for an IT Help Desk Technician to support IonQ’s global users and contribute to the company’s mission of building the world’s best quantum computers.

Responsibilities

• 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.
• Set up 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 support Tier I and II HelpDesk technicians.
• Handle escalated complex or time‑sensitive issues.
• Deliver hardware and application orientation and training sessions for new and existing IonQ employees.
• Manage mobile device management, printing services, asset tracking, and daily workflow optimization.
• Exhibit exceptional customer service and communication skills, providing professional, empathetic assistance.
• Utilize advanced problem‑solving and analytical abilities to resolve complex technical issues and improve help‑desk operations.
• Develop and maintain comprehensive technical documentation and processes for the team.
• Maintain extensive knowledge of IT hardware and applications to support diverse technologies.
• Support Tier IV staff and IT leadership as required.
• Demonstrate proficiency in incident, service, and change management.

Required Qualifications

• 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 (e.g., Jira).
• Understanding of IDP and MDM concepts and their application in a modern IT environment.
• Experience with warranty repair for Dell, Boxx, and Apple devices.
• Extensive experience supporting current hardware, software, and technologies.
• Experience supporting SAS applications and collaboration tools (Jira, Confluence, Slack, Zoom).
• Proven ability to work in a collaborative, team‑oriented environment.
• Exceptional interpersonal skills including rapport building, active listening, and questioning.

Preferred Qualifications

• Understanding of SSH/RDP OS protocols and use‑cases.
• Strong written and verbal communication skills.
• Experience in Linux, Windows, and macOS environments.
• Proficiency in Google Workplace application support.
• Knowledge of endpoint security solutions such as CrowdStrike.
• Familiarity with virtualization and cloud environments (Parallels, VMware).
• Solid understanding of networking fundamentals (DNS, DHCP, TCP/IP).
• Excellent analytical and problem‑solving skills with research and root‑cause analysis.
• Independent worker with strong motivation who can thrive in a team environment.
• Ability to communicate effectively with both technical and non‑technical audiences.
• Strong organizational skills in a fast‑paced environment.
• Commitment to compliance and confidentiality.

Location

This role will be based on‑site at our office in College Park, MD.

Travel

Up to 30% domestic and/or international travel may be required.

Compensation and Benefits

Hourly pay: $28.62 – $34.56. Total compensation includes base, bonus, and equity. Benefits include medical, dental, vision, 401(k) match, unlimited paid time off, paid holidays, parental/adoption leave, legal insurance, home internet stipend, and pet insurance.

Equal Employment Opportunity

We believe in fair treatment, access, opportunity, and advancement for all while striving to identify and eliminate barriers. We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We are committed to equity and justice, welcoming different voices and viewpoints. We do not discriminate on the basis of race, religion, ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, military or veteran status, or any other basis protected by law. We are proud to be an Equal Employment Opportunity employer.