We are looking for an experienced IT Support Specialist for our Lexington, KY office.  This position is a hands-on IT support and systems professional, owning day-to-day internal IT support for employees and contractors.  The position calls for a strong mix of technology and people skills. Additionally, a passion for high-tech and problem-solving is a must. The IT support specialist will provide support for incoming staff so they can take full advantage of the tools they need to succeed at Xometry.

This position requires excellent customer service, communication, problem-solving, organization/planning skills, and the ability to easily take on new and varied technologies. It also requires technical competency in core desktop applications, devices, and technologies and a broad understanding of the varied technologies and support protocols normally associated with a large corporate and geographically distributed environment.

Responsibilities:

• Active participation on an IT team providing services and solutions to our customers, the employees of Xometry
• Serve as the first point of contact for the company’s users
• Establish and maintain continuous, positive, and cooperative communication with end users
• Prepare new Windows laptops and Apple MacBooks for distribution to employees.
• Able to resolve client issues via Slack, phone, remote control, or desk-side visits
• Set up, configured, and troubleshoot audio/visual setups for online meetings (e.g. Zoom video conferences and VoIP phone usage)
• Provide hardware, including but not limited to laptops, monitors, printers, and network equipment
• Close collaboration with other engineers and leadership to become a valued, autonomous, cross-functional team member
• Support asset management efforts and manage software licensing as needed, including Okta assignments
• Support all compliance activities related to state-federal regulatory requirements and all other applicable regulations governing the use and disclosure of financial or confidential information
• Identify training opportunities when troubleshooting and take the opportunity to teach and instruct staff on corporate technology (e.g. software applications, hardware/devices, access methods, etc.)
• Create frequent and detailed wiki articles on FAQs related to a variety of IT topics, including those around the day-to-day support issues that arise
• Provide other helpful tips and tricks to current staff through Slack, Confluence, email, etc.

Qualifications:

• Bachelor’s degree preferred
• 2+ years of experience in a training or staff support role
• 2+ years of experience in end-user support
• Experience with Google G Suite, MS Office 365, Windows 11, Mac OS, Zoom, Slack, Okta, Acrobat, MS Teams, Teamviewer, Zoom and Confluence
• Have extensive experience in hardware support of desktops, laptops, tablets, printers, and other peripherals
• Experience with audio/visual setups for online meetings
• Experience with basic networking
• Ability to speak effectively and respond to common inquiries or complaints from all levels of staff
• Must have excellent verbal and written communication skills
• Ability to triage help desk tickets to determine the level of urgency
• Ability to work overtime when needed
• Able to lift up to 50 lbs. to set up equipment as needed
• Other duties may be assigned