It Service Desk Technician

Join a team that's making an IMPACT

Lumivero offers custom-built software solutions that allow users to leverage tools to answer the important questions they are working to decode. We bring trusted research, decision-making, and organizational tools together that enable professionals to do their work efficiently and productively and to make decisions more confidently. With a focus on transforming data, empowering real-time collaboration, and creating impactful insights, Lumivero creates a central data landscape across which its users can identify patterns and trends on which they can take decisive action.

We are seeking an IT Service Desk Technician to join our team. In this role, you will be the first point of contact for employee support requests, assist with managing company assets, and ensure our employees have what they need to get their work done. Collaborating on employee onboarding, you will make a welcoming first impression with our new team members. You will aid employees by responding to tickets and resolving their technology issues with kindness and compassion. Alongside the IT Team, you will contribute to documentation, continuous improvement, and increased efficiency of the department. 

The ideal candidate is driven to serve our internal customer, the employees of Lumivero. They are attuned to the finer details to ensure tasks are done right the first time, on time. This person is team oriented, collaborative, and driven to support company goals and objectives. Keeping our team up and running, they demonstrate an appropriate sense of urgency and commitment to resolving issues.

This is a hybrid role and will work on-site 3 days a week at our offices in Denver, Colorado. This role will report to the Director of IT. It is hourly, non-exempt. 

Responsibilities 

Employee Support and Ticketing

• Utilizing Jira, respond to assigned Help Desk tickets in a timely manner. Meet ticketing metrics and maintain a positive satisfaction score. 

• Provide patient, compassionate, and prompt support to employees. Resolve basic issues and provide general support for a variety of SaaS applications. As needed, provide foundational IT training to employees. 

• Notice request trends or persistent issues. Recommend ways to make improvements or find resolutions. 

• Contribute to documentation of technical processes and procedures. Suggest enhancements and ideas for greater efficiency. 

Employee Lifecycle Support

• Collaborate across departments to support IT needs at employee milestones including onboarding, offboarding, role changes, etc.  

• Manage and maintain Active Directory and Office 365 to ensure accurate creation, termination, and compliance of accounts, distribution lists, security groups, calendars, and contacts for internal and external customers.   

Hardware Management

• In collaboration with the IT Team, manage company hardware and assets including storage, shipping, receiving, and recycling. Maintain an accurate inventory. Contribute to the strategic use of resources.  

• Aid in the distribution of hardware. Inspect and process returned hardware, ensuring that items are ready for redeployment. Aid in the recycling process for equipment beyond its usable life. 

Requirements

• Associate's degree in a technical field and 1-3 years of IT Help Desk experience. Can substitute a combination of relevant education, certifications, and experience.
• Ability to work in person at our headquarters in Denver, Colorado.
• Customer-focused attitude with a history of providing prompt, kind support to people with a variety of technical skill levels.
• Experience troubleshooting macOS and Windows devices. 
• Demonstrated familiarity with Office 365 administration and Microsoft Intune. 
• Experience in a ticket-based work environment, with Atlassian product experience preferred
• Effective communication skills, particularly through email and chat.
• Track record of effective prioritization, taking ownership, and completing projects. 

Preferred Qualifications

• Experience supporting a global, remote-first, cloud-based workforce.
• ITIL Foundation.

Pay

• $22-$28.50 an hour, depending on experience. 
• This role is eligible for a performance-based bonus. 

Benefits

We’re committed to making a positive IMPACT on our employees by cultivating an engaging, satisfying, and rewarding workplace. This includes providing a robust benefits portfolio and other perks that support your career goals as well as your health and well-being.

• 401(k) with a generous match.
• Flexible time off.
• Generous parental and family leave.
• Professional development opportunities, training, and support.
• Comprehensive health insurance plans.

All these benefits empower each individual to make an IMPACT on our products, our customers, and our world.

Creating insights is the core of everything we do.

At Lumivero, our mission is to enable customers to organize, analyze and report on data to gain compelling new insights that spark action. Lumivero leverages the combined capabilities of leading data software solution providers, QSR International, Palisade, and Addinsoft, to empower customers in business and academia to make an impact like never before.

Lumivero team members are operating across five continents in a remote-first work environment. This global commitment helps us to continuing to keep our users our top priority, and positions us to provide better experiences, better support, and better products with global impact.

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