IT Service Desk, Tier 1

Xometry (NASDAQ : XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry's digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.

Xometry is seeking a IT Service Desk Tier 1 to join our Organization. In this role, you will provide first and second-level technical support to end-users across multiple channels (Slack, Freshdesk, and in-person), efficiently diagnosing and resolving a wide range of IT issues. You will manage the lifecycle of IT equipment, support onboarding and offboarding processes, and ensure smooth access to systems and applications.

Responsibilities

• Provide first and second-level technical support to end-users via multiple channels, including Slack, our service desk platform (Freshdesk), and in-person interactions.
• Efficiently and accurately diagnose and resolve a wide range of IT issues, including but not limited to :
• Account lockouts and password resets.
• Access requests for various systems and applications.
• Hardware troubleshooting and support (laptops, desktops, peripherals).
• Software installation, configuration, and troubleshooting.
• Basic network connectivity and VPN support.
• Manage the lifecycle of IT equipment, including setup, deployment, maintenance, and disposal, including the configuration of computer setups.
• Participate in the new hire onboarding process by preparing and configuring computer hardware and software.
• Execute the offboarding process by deactivating accounts and retrieving company assets.
• Create and maintain clear and concise technical documentation, including knowledge base articles and troubleshooting guides.
• Collaborate effectively with the IT Engineering team on various projects and tasks, providing support and contributing technical expertise.
• Escalate complex issues to the appropriate IT teams when necessary, ensuring proper follow-through and communication with the end-user.
• Maintain a high level of professionalism and provide excellent customer service with empathy in all interactions.
• Adhere to IT policies and procedures.
• Proactively identify potential IT issues and recommend solutions.
• Stay up-to-date with the latest technology trends and best practices.
• Other duties as assigned.

Qualifications

Preferred Qualifications

#LI-InPerson

Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

For US based roles : Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.