IT Helpdesk Technician

Lucid Software is a leader in visual collaboration, helping teams see and build the future from idea to reality. With our products—Lucidchart, Lucidspark and Lucidscale—teams can align around a shared vision, clarify complexity, and collaborate visually, no matter where they're located. Our products, business and workplace culture have received numerous global and regional recognitions, such as being included on the Forbes Cloud 100 and being named a Fortune Best Workplace in Technology. Lucid is a hybrid, remote-friendly workplace, providing employees the flexibility to work where they are most productive. Our employees embody our four core values of teamwork over ego, innovation in everything we do, individual empowerment, initiative, and ownership, and passion and excellence in every area. 

We are looking for an IT Helpdesk Technician that is interested in continuing their IT career. There will be ongoing opportunities for knowledge and skill acquisition in this role. You will be expected to have a solid technical foundation that you can build upon in different areas as you perform your duties. As part of a fast-growing tech company, you will be helping effectively scale Lucid’s rapid growth. You will be responsible for ensuring that day-to-day operations run smoothly for all Lucid employees and will help promote & uphold one of our company’s core values of “teamwork over ego."

We are looking for someone who is technically capable and passionate about helping others quickly and effectively. Our ideal candidate would be someone with a natural knack for all things tech who thrives when communicating directly with their team and others throughout our organization. If you want to be in a role that will have a significant impact on the success of the company and the effectiveness of its employees, we want to talk to you!

Responsibilities:

• Provisioning of computers and hardware
• Maintain an active inventory of all hardware
• Be the first point of contact for any employee about hardware or software-related issues, including closing support desk tickets and replying to email & chat requests
• Assist with the upkeep of conference rooms including maintenance of tablets, TVs, phones, cable management, etc.
• Create, maintain and update user profiles 
• Contribute to IT documentation
• Support and maintain company printers, TVs, dashboard computers, audiovisual (AV) equipment, etc.
• Program and monitor large scale audiovisual (AV) for various events

Requirements:

• 1-2 years of experience in customer facing support or a customer service role
• Advanced troubleshooting experience in either Mac OS, Windows, Linux 
• Excellent verbal and written communication skills
• Working knowledge of networking fundamentals
• Experience working with Active Directory
• 1-2 years experience with technical documentation or technical writing

Preferred Qualifications:

• Bachelor’s degree or equivalent technical certifications
• Experience working with MDM
• Passion for learning about all aspects of computers and hardware
• Interest in troubleshooting and researching unfamiliar problems as they arise
• Strong time-management skills that enable you to multitask and set priorities
• Ability and desire to organize hardware and assets

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