Help Desk Analyst III

IonQ•College Park, MD

6d•Onsite

About The Position

IonQ is seeking a HelpDesk Technician III to provide end-user technical support and maintain IT hardware, software, network, and mobile technology. The role supports more than 1,100 global users and works with a cross-functional team in a fast-paced environment. The position is based onsite at IonQ’s headquarters in College Park, Maryland, and requires 30% domestic or international travel. The successful candidate will resolve end-user issues, configure and deploy equipment, support audiovisual systems and executive users, train and guide help desk colleagues, and handle escalated technical problems. The role also supports mobile device management, printing, asset tracking, incident and change management, and the improvement of team workflows. The analyst participates in an on-call rotation for critical application and network issues and maintains comprehensive documentation, including root-cause solutions and global knowledge-base articles. This is a non-exempt position eligible for overtime. The listed base hourly wage is $27.69–$41.53 USD. Total compensation 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 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.
Proven ability to work in a collaborative, team-oriented environment.
Exceptional 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 supporting Google Workspace applications.
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 and thrive 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.
Support C-level executives in the Bothell and College Park offices.
Train and provide ongoing support to Tier I and Tier II HelpDesk technicians.
Handle complex, escalated, or time-sensitive issues.
Provide hardware and application orientation and training 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.
Use 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 broad knowledge of IT hardware and applications to support and troubleshoot 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 help desk documentation and standardize the capture of root-cause solutions in accessible knowledge-base articles for cross-functional teams.