IT Service Desk Analyst I

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.

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.

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.