It Support • Entry-Level

Who you are

As an IT Service Desk Analyst I, you are the face of the IT department, serving as the first point of contact for all technical inquiries. You possess strong problem-solving skills and a customer service mindset, ensuring that every interaction is handled with patience and empathy. You are comfortable using various communication tools, including Slack and Jira, to assist team members effectively. Your attention to detail allows you to document troubleshooting steps accurately and manage ticket queues efficiently.

You thrive in a fast-paced environment where you can demonstrate your technical knowledge and interpersonal skills. You understand the importance of meeting Service Level Agreements (SLAs) and are committed to providing high-quality support. Your ability to triage and escalate issues when necessary ensures that all technical hurdles are resolved promptly. You are eager to learn and grow in your role, embracing the challenges that come with supporting a diverse range of IT needs.

What you'll do

In this role, you will handle Tier 1 support and incident management, providing high-quality first-level technical assistance through multiple channels. You will resolve common IT hurdles, including account lockouts, password resets, and software access requests, ensuring that employees can work without interruptions. You will manage your personal ticket queues to consistently meet or exceed established SLAs, demonstrating accountability and reliability in your work.

Your responsibilities will include accurately documenting all troubleshooting steps and ensuring that tickets are properly triaged and escalated within the service desk platform when necessary. You will maintain a professional and helpful demeanor in every user interaction, showcasing your commitment to service excellence. By providing rapid problem-solving and white-glove customer service, you will play a crucial role in ensuring a seamless technology experience for all team members.

What we offer

Xometry offers a dynamic work environment where you can develop your skills and grow your career in IT support. You will have the opportunity to work with a talented team and contribute to the success of the company. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in powering the industries of today and tomorrow by connecting people with big ideas to the manufacturers who can bring them to life.