IT Service Desk Analyst I

Xometry
Kentucky
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Customer service","Communication","Organizational skills","Prioritization","Proactive problem-solving"]

Provide first- and second-level IT support to end-users through Slack, Jira Service Management, and in-person support. Diagnose and resolve account, access, hardware, software, and basic networking/VPN issues; manage the full lifecycle of IT equipment and onboarding/offboarding. Maintain clear technical documentation and knowledge base articles, collaborate with the IT Engineering team, and escalate complex problems while ensuring responsive, empathetic customer service.

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FursaFursa
Xometry
Xometry
10 hours ago

IT Service Desk Analyst I

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Provide first- and second-level IT support to end-users through Slack, Jira Service Management, and in-person support. Diagnose and resolve account, access, hardware, software, and basic networking/VPN issues; manage the full lifecycle of IT equipment and onboarding/offboarding. Maintain clear technical documentation and knowledge base articles, collaborate with the IT Engineering team, and escalate complex problems while ensuring responsive, empathetic customer service.
Location: Kentucky
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key 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 such as account lockouts/password resets, access requests, hardware troubleshooting, software installation/configuration, and basic network/VPN support.
  • •Manage IT equipment lifecycle (setup, deployment, maintenance, disposal) and support new-hire onboarding and offboarding (account deactivation and asset retrieval).
  • •Create and maintain technical documentation, including knowledge base articles and troubleshooting guides.
  • •Collaborate with the IT Engineering team, escalate complex issues as needed, and ensure professionalism and excellent customer service.

Pay and Benefits

Perks:401kHealth InsuranceDentalVisionPaid Leave

Key Requirements

  • •2+ years of experience or a degree in a 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
  • •Basic networking concepts (TCP/IP, DNS, DHCP) and VPN troubleshooting experience
Experience:IT supportDevice managementService desk
Skills:Customer serviceCommunicationOrganizational skillsPrioritizationProactive problem-solving
Languages:English
Tech Stack:SlackJira Service ManagementServiceNowWindowsMacOSMicrosoft IntuneOktaZoomGoogle MeetMicrosoft Office SuiteGoogle WorkspaceTCP/IPDNSDHCPVPNPowerShellBashAWSAzureGoogle Cloud

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Xometry
Operates an on-demand digital manufacturing marketplace connecting buyers with manufacturing partners for CNC machining, 3D printing, sheet metal, injection molding and other custom parts, leveraging instant quoting and supply chain services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Rockville, United States
Founded: 2013
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