Sr. 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. Top businesses use Lucid's products all around the world, including customers such as Google, GE, and NBC Universal. Lucid's partners include industry leaders such as Google, Atlassian, and Microsoft. 

With a fast-growing team of more than 1,000 employees, we are committed to maximizing collaboration and innovation in the workplace through our products and with our people. Lucid is a hybrid, remote-friendly workplace, providing employees the flexibility to work where they are most productive, whether that’s at home, in the office, or a combination of the two. 

We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we welcome diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone.

Since the company’s founding, Lucid has received numerous global and regional recognitions for its products, business, and workplace culture. These include being named a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and placing #19 on G2’s Best Software Products for 2022 list.

If you’d like to confirm job application information found on other hiring websites, please contact us directly at: [email protected]

We are looking for a Sr. 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:

• Bachelor’s degree or equivalent technical certifications
• Advanced troubleshooting experience in either Mac OS or Windows using MDM 
• Excellent verbal and written communication skills
• 2-3 years experience troubleshooting MacOS, Windows and/or Linux
• Working knowledge of networking fundamentals
• 2-3 years experience with Active Directory
• 1-2 years experience with technical documentation or technical writing

Preferred Qualifications:

• 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
• Strong communication skills with users of varied technical abilities 

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