IT Service Desk Pro: Windows/macOS Support & Onboarding

Xometry

Cadentown (KY)

On-site

USD 55,000 - 75,000

Full time

4 days ago

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Benefits offered by this job

401(k) match

Medical insurance

Dental and vision insurance

Life and disability insurance

Paid time off

Job summary

Xometry is seeking an IT Service Desk Analyst to provide first and second-level support to end-users across Slack, Jira Service Management, and in-person interactions at our North Bethesda, MD site. You will diagnose issues, manage device lifecycles, onboard/offboard employees, and document solutions.

Responsibilities include hardware and software troubleshooting, account access, VPN support, and collaboration with the IT Engineering team.

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 common productivity applications (e.g., Microsoft Office Suite, Google Workspace).
Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
Experience with VPN clients and troubleshooting connectivity issues.
Proven ability to troubleshoot hardware and software problems effectively.
Excellent customer service and communication skills, both written and verbal.
Strong organizational skills and the ability to prioritize and manage multiple tasks simultaneously.
Ability to work independently and as part of a team.

Responsibilities

Provide first and second-level technical support to end-users via multiple channels, including Slack, our service desk platform (Jira Service Management), and in-person interactions.
Efficiently and accurately diagnose and resolve a wide range of IT issues, including but not limited to: account lockouts and password resets, access requests for various systems and applications, hardware troubleshooting, software installation and configuration, and basic network/VPN support.
Manage the lifecycle of IT equipment, including setup, deployment, maintenance, and disposal, and configuration of computer setups.
Participate in the new hire onboarding process by preparing and configuring computer hardware and software.
Execute the offboarding process by deactivating accounts and retrieving company assets.
Create and maintain clear and concise technical documentation, including knowledge base articles and troubleshooting guides.
Collaborate with the IT Engineering team on projects, providing support and contributing technical expertise.
Escalate complex issues to appropriate IT teams and ensure follow-through and communication with end-users.
Maintain professionalism and deliver excellent customer service with empathy in all interactions.
Adhere to IT policies and procedures; proactively identify IT issues and recommend solutions.