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 an IT Service Desk Analyst II to join our organization based in Waltham, MA.

In this role, you will provide first and second-level technical support to end-users across multiple channels (Slack, Jira Service Management, 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. This role reports to the Senior Manager of Information Technology based in North Bethesda, MD.

How You’ll Contribute: Provide first and second-level technical support to end-users via multiple channels, including Slack, our service desk platform (Jira Service Management), 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, conference equipment) Software installation, configuration, and troubleshooting Basic network connectivity and VPN support Understands office buildouts and supports setting up AV, desks, networking, etc 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.

Preferred Qualifications

: Relevant IT certifications (e.g., CompTIA A+, Network+, Security+) Experience with scripting languages (e.g., PowerShell, Bash) Familiarity with cloud-based services (e