Associate Manager, IT Helpdesk

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 Associate IT Manager 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:

• Assisting in managing the IT support team


• Supporting IT projects, including planning, execution, and monitoring


• Troubleshooting and resolving hardware and software issues


• Liaising with third-party vendors for procurement of hardware and software


• Assist with the upkeep of conference rooms including maintenance of neat equipment, tablets, TVs, cable management, etc.


• Create, maintain and update user profiles 


• Documenting IT processes, configurations, and troubleshooting steps


• Assisting in the preparation of reports on IT system performance and project status

Requirements:

• 2-3 years of experience in customer-facing support or a customer service role


• 2-3 years of experience in technical documentation or technical writing


• Troubleshooting experience resolving hardware and software issues


• Familiarity with Active Directory, VPN, SSO (Okta) and network troubleshooting


• Experience working with MDM (Jamf, Intune)


• Experience with helpdesk ticketing systems (Zendesk, Jira)


• Strong communication skills, both written and verbal.


• Strong organizational and time management skills.

Preferred Qualifications:

• Bachelor’s degree in Information Technology or a related field (or equivalent experience)


• Prior experience in a supervisory or leadership role is a plus


• Experience supporting enterprise-level applications and systems


• Interest in troubleshooting and researching unfamiliar problems as they arise

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