IT Service Desk Analyst I

Job summary

Provide first and second-level technical support to end-users across multiple channels while managing the lifecycle of IT equipment. Collaborate with the IT Engineering team and maintain technical documentation to ensure efficient system access and issue resolution.

Job details

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry’s digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity. Xometry is seeking an IT Service Desk Analyst to join our organization based in North Bethesda, MD. 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. 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. 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 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. 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 $55,000 - $70,000 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. #LI-Hybrid Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. For US based roles: Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

What you’ll do

Provide first and second-level technical support to end-users across multiple channels while managing the lifecycle of IT equipment. Collaborate with the IT Engineering team and maintain technical documentation to ensure efficient system access and issue resolution.

Requirements

Requires at least 2 years of experience or a related degree, along with a strong understanding of Windows and macOS operating systems. Candidates must have experience with device management tools like Microsoft Intune and identity management platforms such as Okta.

Benefits

• 401(k) match • Medical insurance • Dental insurance • Vision insurance • Life insurance • Disability insurance • Paid time off • Vacation • Sick leave • Maternity and bonding leave • Employee assistance program

Listed skills

• Software Installation · Preferred
• Customer service · Preferred
• Google Workspace · Preferred
• Documentation · Preferred
• Okta · Preferred
• Windows · Preferred
• Communication Skills · Preferred
• Microsoft Office Suite · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical support
• Windows
• MacOS
• Microsoft Intune
• Okta
• Jira Service Management
• Hardware troubleshooting
• Software installation
• VPN support
• Network connectivity
• Customer service
• Documentation
• Google Workspace
• Microsoft Office Suite
• Communication skills
• Hardware Troubleshooting
• Empathy
• Software Installation
• Professionalism
• Organizational Skills
• Google Meet
• Lifting Ability
• Time Off Management
• Solution-Oriented
• Follow Through
• Zoom (Video Conferencing Tool)
• Google Cloud Platform (GCP)
• Slack (Software)
• Endpoint Management
• Amazon Web Services
• Mac OS
• Technical Support
• JIRA
• Microsoft Azure
• Bash (Scripting Language)
• Customer Service
• Collaborative Software
• Communication
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Computer Hardware
• Dynamic Host Configuration Protocol (DHCP)
• Operating Systems
• Device Management
• Extensible Authentication Protocol
• Identity And Access Management
• Issue Tracking
• Virtual Private Networks (VPN)
• Network Troubleshooting

Job areas

• Technology
• Customer Service & Support
• Administrative
• IT Service Desk Analyst
• Help Desk Technician / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists