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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Analyst I - **Company:** Xometry - **Location:** Denver, CO, United States - **Experience:** Experienced - **Salary:** $55,000.0 - $70,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Amazon Web Services, Systems Engineering, JIRA, Microsoft Azure, Bash Shell, Collaborative Software, Computer Networks, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Office, Networking Basics, Windows PowerShell, Productivity Software, Cloud Services, TCP/IP, VPN Clients, Scripting, Google Cloud, Okta, Peripherals, Microsoft InTune, Computer Equipment, Slack, Gsuite, Google Meet, Servicenow - **Published:** September 18, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/18350689?backUrl=%2Fcareer%2F18350689%2FIt-Service-Desk-Analyst-I-Colorado-Denver ## About the Role * 2+ years of experience or degree in related field * Strong understanding of Windows and macOS operating systems. * Experience with Microsoft Intune for device management. * Familiarity with Okta for identity and access management. * Experience supporting collaboration tools such as Zoom, Google Meet, and Slack. * Familiarity with common productivity applications (e.g., Microsoft Office Suite, Google Workspace). * Basic understanding of networking concepts (TCP/IP, DNS, DHCP). * Experience with VPN clients and troubleshooting connectivity issues. * Proven ability to troubleshoot hardware and software problems effectively. * Experience using a service desk ticketing system (e.g., Jira Service Management, ServiceNow, Jira Service Management). * Excellent customer service and communication skills, both written and verbal. * Strong organizational skills and the ability to prioritize and manage multiple tasks simultaneously. * Ability to work independently and as part of a team. * A proactive and solution-oriented mindset. * Ability to lift and move computer equipment as needed., * Relevant IT certifications (e.g., CompTIA A+, Network+, Security+). * Experience with scripting languages (e.g., PowerShell, Bash). * Familiarity with cloud-based services (e.g., AWS, Azure, Google Cloud). * Experience with endpoint management tools beyond Intune. ## Description * 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. 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. 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