IT Service Desk Analyst I - Frontline Tech Support

Xometry; North Bethesda, Northern (MD, KY); Hybrid; USD 52,000 - 72,000; Full time

Benefits offered by this job

401(k) match

Medical, dental, and vision insurance

Life and disability insurance

Generous paid time off (vacation, sick

Floating and fixed holidays

EAP and wellbeing resources

Job summary

Xometry is seeking an IT Service Desk Analyst to join our North Bethesda, MD team. You will provide first and second-level technical support to end-users across channels (Slack, Jira Service Management, and in-person), diagnosing and resolving a wide range of IT issues while managing hardware lifecycles.

You will support onboarding/offboarding, create documentation, and collaborate with IT Engineering on projects.

Qualifications

• 2+ years of experience or degree in related field.
• Strong understanding of Windows and macOS operating systems.
• Experience with Microsoft Intune for device management.
• Familiarity with Okta for identity and access management.
• Experience supporting collaboration tools such as Zoom, Google Meet, and Slack.
• Familiarity with Microsoft Office Suite and Google Workspace.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Excellent customer service and communication skills, both written and verbal.

Responsibilities

• Provide first and second-level technical support to end-users via Slack, Jira Service Management, and in-person interactions.
• Diagnose and resolve IT issues including account lockouts and password resets.
• Handle access requests for various systems and applications.
• Hardware troubleshooting and support for laptops, desktops, peripherals, and conference equipment.
• Software installation, configuration, and troubleshooting.
• Basic network connectivity and VPN support.
• Manage the lifecycle of IT equipment including setup, deployment, maintenance, and disposal.
• Assist in new hire onboarding by configuring computer hardware and software.
• Execute offboarding by deactivating accounts and returning assets.
• Create and maintain technical documentation and troubleshooting guides.
• Collaborate with IT Engineering on projects and provide support as needed.
• Escalate complex issues with proper follow-through and communication.
• Maintain professionalism and deliver excellent customer service with empathy.
• Adhere to IT policies and stay current with trends.
• Other duties as assigned.

Skills

Windows

macOS

Customer service

Troubleshooting

Documentation

Communication skills

Tools

Jira Service Management

Microsoft Intune

Okta

Slack

Zoom

Google Meet

Job description

Xometry is seeking an IT Service Desk Analyst to join our North Bethesda, MD team. You will provide first and second-level technical support to end-users across channels (Slack, Jira Service Management, and in-person), diagnosing and resolving a wide range of IT issues while managing hardware lifecycles.

You will support onboarding/offboarding, create documentation, and collaborate with IT Engineering on projects.