IT Support Specialist 1

2 weeks ago

Rockville, United States Xometry Full time

**IT Support Specialist 1**

Rockville, MD / Technology Information Technology / Full-Time Xometry is looking for motivated, success driven individuals to fill our **Support Specialist 1** opening in our Rockville, MD office and our Lexington, KY office. Xometry has experienced massive growth over the past 3 years. We believe we need to continue to evolve our products and services to support future growth and market execution. With growth comes expansion in the form of Xometry employees, products & services, technology, process, and a new high bar for excellence. As a company in a rapid growth phase, customer satisfaction is more essential than ever. The ideal candidate for this role will demonstrate skills in problem solving and customer service, and they will have a basic knowledge of computer hardware systems, application software, and operating systems. Candidates must be able to multi-task and work efficiently in a fast-paced, team-oriented environment. They will be asked to investigate, diagnose and resolve problems while on the phone or on-site with users. The ideal candidate will also have a working understanding of basic IT procedures and best practices. Our goal is to find candidates that are customer service-oriented team players with solid communication, and problem solving skills.

+ Demonstrates basic knowledge of computer hardware systems, application software, and operating systems, as well as devices and peripherals.

+ Exhibits sound customer service skills by effectively handling user problems and ensuring proper escalation procedures are followed to problem closure.

+ Demonstrates sufficient knowledge of call logging to record accurately all needed information.

+ Tracks all customer service items to completion.

+ Evaluates customer service issues to determine level of service needed.

+ Resolves all appropriate service requests.

+ Escalates out-of-depth service requests to appropriate resources.

+ Works under direct supervision to accomplish daily assignments in support of team initiatives.

+ Prioritizes customer satisfaction and experience.

+ Adheres to Help Desk standards, processes and systems required to deliver consistent high-quality customer service.

+ Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software, and peripheral equipment over the phone, via remote control tools or on-site.

+ Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions.

+ Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.

+ Understand and comply with all enterprise and IT departmental information security policies, procedures, and standards.

+ Support all compliance activities related to state, federal regulatory requirements, and all other applicable regulations that govern the use and disclosure of financial, or other confidential information.

+ Take ownership of new hire equipment and accounts - format, image, pack, and ship.

+ In-person desk setups - configure and connect monitors and other peripherals for user workstations.

**What We're Looking For**

+ Able to perform effectively in a team environment as well as with little direct supervision.

+ Customer service-oriented team player with solid communication, documentation, organizational, problem solving, written and verbal skills.

+ Ability to understand, analyze and resolve problems, while on the phone or on-site with users.

+ Ability to understand, analyze and resolve problems, while on the phone or on-site with users.

+ Organized with the ability to follow established processes and provide recommendations for improvements.

+ Ability to analyze and solve problems by investigating and implementing predefined potential solutions using troubleshooting skills.

+ Working understanding of basic IT procedures and best practices.

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