Help Desk Analyst III
Core
Providing comprehensive IT support, hardware/software configuration, and troubleshooting for over 1100 global users in a quantum computing environment.
Role type
Senior Help Desk Technician III (Tier 3/4 support)
Builds
Stable IT infrastructure and user support for IonQ's quantum computing platform
Domain
Quantum Computing / Enterprise IT Support
Required skills
ITSM tools (Jira), IDP/MDM concepts, hardware warranty repair, SAS applications, collaboration tools (Confluence, Slack, Zoom), mobile device management, asset tracking, incident/service/change management, root cause analysis, virtualization (Parallels, VMware), networking fundamentals (DNS, DHCP, TCP/IP)
Preferred skills
SSH/RDP protocols, Linux/Windows/MacOS environments, Google Workspace, endpoint security (CrowdStrike)
Technologies
Jira, Confluence, Slack, Zoom, Neat Audio Visual, Dell, Boxx, Apple, CrowdStrike, Parallels, VMware
Responsibilities
Receive, prioritize, and resolve end-user support issues via phone, chat, and in-person; Configure and deploy desktop hardware, software, and peripherals; Setup and maintain audio-visual equipment for meetings; Train and support Tier I and II technicians; Handle escalated complex or time-sensitive issues; Provide support to C-Level executives; Develop and maintain technical documentation and knowledge-base articles; Participate in on-call rotation for critical network issues.
Seniority
Senior, hands-on IC
