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IonQ · 2 days ago

IT Help Desk Technician

Bothell, Washington, United States

Full-time

Onsite

Mid Level

$100K/yr - $131K/yr

3+ years exp

IonQ is developing the world's most powerful full-stack quantum computer based on trapped-ion technology. As an IT Help Desk Technician, you will provide comprehensive IT support to global users, maintain IT hardware and software, and ensure high levels of customer satisfaction through effective problem resolution.

ComputerElectronicsFinanceInformation ServicesInformation TechnologyMobile AppsQuantum ComputingSoftware

Growth Opportunities

No H1B

U.S. Citizen Only

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

Qualification

ITSM tools (Jira)LinuxWindowsMacOSNetworking fundamentalsMobile device managementEndpoint security solutionsAudio visual equipment supportExceptional customer serviceAnalytical problem-solvingOrganizational skillsCommunication skills

Required

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

Exhibit exceptional customer service and communication skills

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