Help Desk Analyst III

The role

You will provide IT support to over 1100 global users. You will resolve end-user problems, maintain IT hardware and software, and support C-Level executives.

What you will do

• Provide IT support to over 1100 global users.
• Perform one-on-one end-user problem resolution via phone, instant messaging, and in-person.
• Configure and deploy end-user desktop hardware, software, and peripherals.
• Setup audio visual equipment for onsite meetings and earnings calls using Zoom.
• Maintain, support and troubleshoot Neat Audio Visual equipment in offices.
• Provide support to C-Level executives within Bothell and College Park Offices.
• Train and continually support Tier I and II HelpDesk technicians.
• Handle escalated complex or time-sensitive issues.
• Provide hardware and application orientation and training sessions for employees.
• Provide support for mobile device management, printing services, asset tracking, and daily workflow optimization.

Required qualifications

• Bachelor's degree in IT or equivalent experience in end-user service desk support.
• 3+ years of IT experience in a similar role, working with ITSM tools (Jira).
• An understanding of IDP and MDM concepts and application of these technologies.
• Working with different manufacturers for warranty repair work (Dell, Boxx, Apple).
• Extensive experience supporting current hardware, software, and technologies.
• Experience supporting SAS applications and collaboration tools (Jira, Confluence, Slack, Zoom).
• Proven ability to work in a collaborative, team-oriented environment.
• Exceptional interpersonal skills include rapport building, active listening, and questioning.

Nice to have

• Understanding of SSH/RDP OS protocols and its use-cases
• Strong written and verbal communication skills.
• Strong experience in Linux, Windows and MacOS environments.
• Proficient in Google Workplace application support.
• Knowledge of endpoint security solutions like CrowdStrike.
• Familiarity with virtualization and cloud environments (Parallels and VMware).
• A solid understanding of networking fundamentals (DNS, DHCP, TCP/IP).
• Excellent analytical and problem-solving skills.
• Independent worker with strong motivation.
• Ability to communicate effectively with both technical and non-technical audiences.

Benefits

• Medical plans
• Dental plans
• Vision plans
• Matching 401(k)
• Unlimited PTO
• Paid holidays
• Parental/adoption leave
• Legal insurance
• Home technology stipend

Before you apply

• Employment is contingent on verifying U.S. Person status for export controls and government contracts work.
• May require obtaining a necessary license or confirming availability of a license exception under U.S. export controls.

About the company

IonQ, Inc. is the world’s leading quantum platform and merchant supplier delivering integrated quantum solutions. Headquartered in College Park, Maryland, the company has operations globally.