Help Desk Analyst III, College Park

IonQ•College Park, MD

7h•$28 - $42•Onsite

About The Position

IonQ is seeking a Help Desk Technician III to provide advanced end-user support as part of a cross-functional IT team. The role is based onsite at IonQ’s headquarters in College Park, Maryland, and involves 30% domestic or international travel. The technician receives, prioritizes, documents, and resolves end-user support requests while maintaining IT hardware, software, network, and mobile technology for a global user base of more than 1,100 people. The successful candidate is self-motivated, detail-oriented, and effective in a fast-paced environment, with excellent interpersonal and customer-service skills. The role provides direct support to users, including executives, and handles complex or time-sensitive escalations. Responsibilities also include configuring and deploying equipment, supporting audiovisual systems and meetings, training users and junior help desk technicians, maintaining comprehensive documentation and knowledge-base materials, and participating in an on-call rotation for critical application and network issues. The position supports Tier IV staff and IT leadership as needed and requires proficiency in incident, service, and change management. The position is non-exempt and eligible for overtime under company policy. The posted base hourly wage range is $27.69–$41.53. The total compensation package includes base pay, bonus, equity, and benefit options.

Requirements

Bachelor’s degree in IT or equivalent experience in end-user service desk support.
At least 3 years of IT experience in a similar role, working with ITSM tools such as Jira.
Understanding of identity provider (IDP) and mobile device management (MDM) concepts and their application in a modern IT environment.
Experience working with different manufacturers on warranty repairs, including Dell, Boxx, and Apple.
Extensive experience supporting current hardware, software, and technologies.
Experience supporting SaaS applications and collaboration tools such as Jira, Confluence, Slack, and Zoom.
Ability to work collaboratively in a team-oriented environment.
Strong interpersonal skills, including rapport building, active listening, and questioning.

Nice To Haves

Understanding of SSH/RDP operating-system protocols and their use cases.
Strong written and verbal communication skills.
Strong experience in Linux, Windows, and macOS environments.
Proficiency in Google Workspace application support.
Knowledge of endpoint security solutions such as CrowdStrike.
Familiarity with virtualization and cloud environments, including Parallels and VMware.
Solid understanding of networking fundamentals, including DNS, DHCP, and TCP/IP.
Excellent analytical and problem-solving skills, including research and root-cause analysis.
Ability to work independently with strong motivation while thriving in a team environment.
Ability to communicate effectively with technical and non-technical audiences.
Strong organizational skills in a fast-paced environment.
Commitment to compliance and confidentiality.

Responsibilities

Provide comprehensive IT support to more than 1,100 global users.
Resolve end-user problems one-on-one by phone, instant messaging, and in person.
Configure and deploy desktop hardware, software, and peripherals.
Set up audiovisual equipment for onsite meetings and earnings calls using Zoom.
Maintain, support, and troubleshoot Neat audiovisual equipment in offices.
Provide support to C-level executives in the Bothell and College Park offices.
Train and provide ongoing support to Tier I and Tier II Help Desk technicians.
Handle complex or time-sensitive escalated issues.
Provide hardware and application orientation and training sessions for new and existing employees as needed.
Support the user environment, including mobile device management, printing services, asset tracking, and daily workflow optimization.
Deliver professional, empathetic customer service and communicate effectively to address complex inquiries and ensure customer satisfaction.
Apply advanced problem-solving and analytical skills to resolve complex technical issues and improve help desk operations.
Develop and maintain technical documentation and team processes.
Maintain knowledge of IT hardware and applications to provide support and troubleshooting across diverse technologies.
Support Tier IV staff and IT leadership as required.
Demonstrate proficiency in incident, service, and change management.
Participate in an on-call rotation for critical application and network issues.
Guide the team in resolving escalated Tier 1 and Tier 2 help desk issues.
Maintain comprehensive IT Help Desk documentation.
Standardize root-cause solution capture and turn resolved issues into accessible global knowledge-base articles for cross-functional teams.