Help Desk Analyst III

About the role

We are looking for a HelpDesk Technician III to join a cross-functional team whose mission is to lead IonQ on its journey to build the world's best quantum computers to solve the world's most complex problems. In this role, you will be responsible for receiving, prioritizing, documenting, and actively resolving end-user support. In addition, maintain industry-standard IT hardware, software, network, and mobile technology. The successful candidate will be self-motivated and driven, display excellent interpersonal skills and strong attention to detail, and thrive in a fast-paced, challenging environment.

This role is based onsite at our headquarters in College Park, MD. Travel: 30%, domestic or international.

Responsibilities

• Provide comprehensive IT support to over 1100 global users.
• Perform one-on-one end-user problem resolution via phone, instant messaging, and in-person interactions.
• 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 new and existing IonQ employees when needed.
• Provide comprehensive support for the user environment, including mobile device management, printing services, asset tracking, and daily workflow optimization.
• Exhibit exceptional customer service and communication skills. Provide professional, empathetic assistance to address complex inquiries and ensure customer satisfaction.
• Utilize advanced problem-solving and analytical abilities to make informed decisions for resolving complex technical issues and improving help desk operations.
• Develop and maintain comprehensive technical documentation and processes for the team.
• Maintain extensive knowledge of IT hardware and applications to provide comprehensive support and troubleshooting across diverse technologies.
• Support Tier IV staff and IT Leadership as required.
• Demonstrate high proficiency in incident, service, and change management.
• Support Escalations & Documentation: Participate in an on-call rotation for critical application and network issues and guide the team in resolving Escalated Tier 1/2 helpdesk issues. Maintain immaculate IT Helpdesk documentation.
• Establish and maintain robust documentation ensuring high-quality support for our customer base.
• Standardize the capture of root-cause solutions, translating resolved issues into accessible, global knowledge-base articles for cross-functional teams.

Requirements

• 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 in a modern IT environment.
• 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.

Preferred Qualifications

• 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 is essential (Parallels and VMware).
• A solid understanding of networking fundamentals (DNS, DHCP, TCP/IP) is required.
• Excellent analytical and problem-solving skills with the ability to conduct research and root cause analysis.
• Independent worker with strong motivation who can thrive in a team environment.
• Ability to communicate effectively with both technical and non-technical audiences.
• Strong organizational skills in a fast-paced environment.
• Commitment to compliance and confidentiality.

Pay

Hourly Wage Transparency: $27.69—$41.53 USD. Compensation will vary based on individual factors such as education, qualifications, and experience of the final candidate(s), specific office location, and calibration against relevant market data and internal team equity. Posted base salary figures are subject to change as new market data becomes available. The total compensation package includes base, bonus, equity, and a range of benefit options. This role is non-exempt and eligible for overtime in accordance with company policies.

Benefits

• Comprehensive medical, dental, and vision plans
• Matching 401(k)
• Unlimited PTO and paid holidays
• Parental/adoption leave
• Legal insurance
• Home technology stipend