What are the responsibilities and job description for the Sr. IT Helpdesk Technician position at lucidsoftware?
Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality. Our products, business, and workplace culture have received numerous awards, such as being named to the Forbes Cloud 100 and a Fortune Best Workplace in Technology. Lucid is a hybrid workplace, allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team. At Lucid, we hold true to our core values of teamwork over ego, innovation in everything we do, individual empowerment, initiative, and ownership, and passion and excellence in every area. We value diversity and are dedicated to creating an environment that is respectful and inclusive for everyone.
We are looking for a Sr. IT Helpdesk Technician who 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 have a natural knack for all things tech and 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 company's success and the effectiveness of its employees, we want to talk to you!
Responsibilities:
- Troubleshoot and resolve hardware and software issues efficiently
- Support IT projects, including planning, execution, and monitoring to ensure successful implementation
- Liaise with third-party vendors for hardware and software procurement
- Maintain and manage conference room equipment, including tablets, TVs, cable management, and general upkeep
- Create, maintain, and update user profiles to ensure accurate account management
- Document IT processes, configurations, and troubleshooting steps for internal reference
- Assist in preparing reports on IT system performance and project status for internal review
- Help oversee the IT support team, offering guidance and assistance when needed
Requirements:
- 2-3 years of experience in customer-facing support or customer service
- 2-3 years of experience in technical documentation or technical writing
- Strong troubleshooting skills for hardware and software issues
- Familiarity with Active Directory, VPN, SSO (Okta), and network troubleshooting
- Experience with MDM solutions (Jamf, Intune)
- Proficiency in helpdesk ticketing systems (Zendesk, Jira)
- Excellent written and verbal communication skills
- Strong organizational and time management skills
- Bachelor’s degree in Information Technology or a related field (preferred)
Preferred Qualifications:
- Experience with software renewals and account management
- Interest in troubleshooting and researching unfamiliar issues as they arise
- Experience supporting enterprise-level applications and systems
- Prior experience in a supervisory or leadership role is a plus
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