IT Service Desk Analyst

Company: Xometry (NASDAQ: XMTR)

Location: Lexington, KY

About Xometry:
Xometry is a digital marketplace connecting manufacturers with buyers, powering industries of today and tomorrow. We provide manufacturers with critical resources to grow their business and make it easy for buyers to access global manufacturing capacity.

Role:
Xometry is seeking an IT Service Desk Analyst to provide first and second-level technical support to end-users across multiple channels (Slack, Jira Service Management, in-person). You will efficiently diagnose and resolve IT issues, manage the lifecycle of IT equipment, support onboarding/offboarding, and ensure smooth system access. This role is crucial for maintaining operational efficiency and providing excellent end-user support.

Responsibilities:

• Provide first and second-level technical support to end-users via Slack, Jira Service Management, and in-person.
• Diagnose and resolve a wide range of IT issues, including account lockouts, password resets, access requests, hardware troubleshooting, software installation/configuration, and basic network connectivity/VPN support.
• Manage the full lifecycle of IT equipment: setup, deployment, maintenance, and disposal, including computer configuration.
• Participate in new hire onboarding by preparing and configuring hardware and software.
• Execute the offboarding process, including account deactivation and asset retrieval.
• Create and maintain clear technical documentation, including knowledge base articles and troubleshooting guides.
• Collaborate with the IT Engineering team on projects and tasks.
• Escalate complex issues to appropriate IT teams with proper follow-through and communication.
• Maintain professionalism and provide excellent customer service with empathy.
• Adhere to IT policies and procedures.
• Proactively identify potential IT issues and recommend solutions.
• Stay up-to-date with technology trends and best practices.
• Other duties as assigned.

Qualifications:

• 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.
• Experience supporting collaboration tools (Zoom, Google Meet, Slack).
• Familiarity with common productivity applications (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).
• Excellent customer service and communication skills (written and verbal).
• Strong organizational skills and ability to prioritize multiple tasks.
• Ability to work independently and as part of a team.
• 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 (AWS, Azure, Google Cloud).
• Experience with endpoint management tools beyond Intune.

Compensation:
Estimated base salary range: $42,000 - $55,000 annually. Compensation is dependent on factors such as job-related skills, relevant experience, and location. A competitive benefits package is also offered, including 401(k) match, medical, dental, and vision insurance, life and disability insurance, generous paid time off, EAP, and other wellbeing resources.