IT Service Desk Analyst I

Xometry
United States
Workplace: HybridFull timeUSD 55,000 - 70,000 annuallyFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Customer service","Communication","Organizational skills","Prioritization","Independent work"]

Provide first- and second-level IT support to end users at Xometry in North Bethesda, handling requests through Slack, Jira Service Management, and in-person interactions. Diagnose and resolve issues spanning account access, hardware and peripheral troubleshooting, software installation/configuration, and basic networking/VPN connectivity. Manage device lifecycle and onboarding/offboarding, maintain technical documentation, and escalate complex problems while collaborating with IT Engineering.

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FursaFursa
Xometry
Xometry
17 hours ago

IT Service Desk Analyst I

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 54 minutes agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Provide first- and second-level IT support to end users at Xometry in North Bethesda, handling requests through Slack, Jira Service Management, and in-person interactions. Diagnose and resolve issues spanning account access, hardware and peripheral troubleshooting, software installation/configuration, and basic networking/VPN connectivity. Manage device lifecycle and onboarding/offboarding, maintain technical documentation, and escalate complex problems while collaborating with IT Engineering.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid 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 including account lockouts/password resets, access requests, and hardware troubleshooting for laptops, desktops, and peripherals.
  • •Install, configure, and troubleshoot software; support basic network connectivity and VPN connectivity.
  • •Manage IT equipment lifecycle (setup, deployment, maintenance, disposal) and support onboarding/offboarding by preparing computers and deactivating accounts and retrieving assets.
  • •Maintain technical documentation (knowledge base articles) and escalate complex issues to appropriate IT teams while collaborating with IT Engineering.

Pay and Benefits

Salary: USD 55,000 - 70,000 annually
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 and familiarity with Okta for identity and access management.
  • •Basic networking knowledge (TCP/IP, DNS, DHCP) and experience troubleshooting VPN connectivity.
  • •Experience using a service desk ticketing system such as Jira Service Management (or ServiceNow).
Experience:2+ years
Skills:Customer serviceCommunicationOrganizational skillsPrioritizationIndependent work
Certifications:CompTIA A+CompTIA Network+CompTIA Security+
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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