IT Service Desk Analyst I

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. This entry-level role is essential for ensuring employee productivity through rapid problem-solving and white-glove customer service. You will handle everything from immediate troubleshooting via Slack and Freshdesk to the physical preparation and tracking of company hardware, ensuring a seamless technology experience for all team members.

Key Responsibilities

Tier 1 Support & Incident Management

• Multi-Channel Support: Provide high-quality first-level technical assistance via Slack, Jira, and in-person interactions.
• Core Troubleshooting: Resolve common IT hurdles, including account lockouts, password resets, and software access requests.
• SLA Accountability: Manage personal ticket queues to consistently meet or exceed established Service Level Agreements (SLAs).
• Triage & Documentation: Accurately document all troubleshooting steps and ensure tickets are properly triaged and escalated within the service desk platform when necessary.
• Service Excellence: Maintain a professional and helpful demeanor, demonstrating patience, empathy, and kindness in every user interaction.

Onboarding & Asset Lifecycle

• Deployment: Support the onboarding process by staging, configuring, and testing computer hardware and software for new team members.
• Offboarding & Recovery: Coordinate the retrieval of company IT assets during employee departures.
• Hardware Maintenance: Execute fundamental hardware tasks, including unboxing new equipment, performing secure data wipes, and restoring systems for redeployment.

Inventory & Security Compliance

• Inventory Control: Perform weekly physical inventory checks to ensure hardware availability and data accuracy.
• Regulatory Adherence: Operate in strict compliance with all Xometry IT policies, security protocols, and standard operating procedures.

Qualifications & Skills

• Foundational Tech Knowledge: Basic understanding of computer hardware, operating systems, and common office software.
• Platform Experience: Familiarity with service desk software (e.g., Jira) and team communication tools (e.g., Slack) is a plus.
• Interpersonal Skills: Exceptional communication skills with a focus on delivering a positive customer experience.
• Organizational Ability: Detail-oriented approach to managing physical assets and maintaining clear documentation.
• Integrity: Ability to handle sensitive access requests and company property with high levels of trust and adherence to policy.