Lucid Software
Associate Manager, IT Helpdesk
Lucid Software, Raleigh, North Carolina, United States, 27601
Associate Manager, IT Helpdesk
Raleigh, NC
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
#LI-MK1
We welcome diversity at Lucid and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. We honor and support varying backgrounds, beliefs, and perspectives for the benefit of our business, our employees and our products. Lucid is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please email: talentacquisition@lucid.co.
Raleigh, NC
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
#LI-MK1
We welcome diversity at Lucid and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. We honor and support varying backgrounds, beliefs, and perspectives for the benefit of our business, our employees and our products. Lucid is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please email: talentacquisition@lucid.co.