IT Service Desk Analyst II

Xometry is seeking an IT Service Desk Analyst II to join our organization based in Waltham, MA. In this role, you will provide first and second-level technical support to end-users across multiple channels (Slack, Jira Service Management, and in-person), efficiently diagnosing and resolving a wide range of IT issues. You will manage the lifecycle of IT equipment, support onboarding and offboarding processes, and ensure smooth access to systems and applications. This role reports to the Senior Manager of Information Technology based in North Bethesda, MD.

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 and support (laptops, desktops, peripherals, conference equipment).
• Software installation, configuration, and troubleshooting.
• Basic network connectivity and VPN support.
• Understands office buildouts and supports setting up AV, desks, networking, etc
• Manage the lifecycle of IT equipment, including setup, deployment, maintenance, and disposal, including the 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 effectively with the IT Engineering team on various projects and tasks, providing support and contributing technical expertise.
• Escalate complex issues to the appropriate IT teams when necessary, ensuring proper follow-through and communication with the end-user.
• Maintain a high level of professionalism and provide excellent customer service with empathy in all interactions.
• Adhere to IT policies and procedures.
• Proactively identify potential IT issues and recommend solutions.
• Stay up-to-date with the latest technology trends and best practices.
• Other duties as assigned.

Qualifications

• 3+ years of experience or degree in related field
• Leverages AI for troubleshooting, dashboarding, metrics, and next level thinking
• 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.
• Experience using a service desk ticketing system (e.g., Jira Service Management, ServiceNow, Jira Service Management).
• 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.
• A proactive and solution-oriented mindset.  
• Ability to lift and move computer equipment as needed.

Preferred Qualifications

• Relevant IT certifications (e.g., CompTIA A+, Network+, Security+).
• Experience with scripting languages (e.g., PowerShell, Bash).
• Familiarity with cloud-based services (e.g., AWS, Azure, Google Cloud).
• Experience with endpoint management tools beyond Intune.
  
  

The estimated base salary range for new hires into this role is $72,000 - $75,000 annually depending on factors such as job-related skills, relevant experience, and location.  We also offer a competitive benefits package, including 401(k) match, medical, dental and vision insurance; life and disability insurance; generous paid time off including vacation, sick leave, floating and fixed holidays, maternity and bonding leave; EAP, other wellbeing resources; and much more.

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