Job Description

Join a Global Team Making a Lasting Impact with Lumivero

Are you ready to be part of a team that's changing the world? At Lumivero, we develop powerful data-intelligence software that empowers users to answer their most pressing questions. Our trusted research, decision-making, and organizational tools help academic and corporate professionals create impactful insights from their most complex data - enabling them to work more efficiently and make informed, confident decisions.

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 1 day a week at our offices in Denver, Colorado. This role will report to the Director of IT. It is hourly, non-exempt.
### Responsibilities

• Utilize 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.
• Contribute to documentation of technical processes and procedures. Suggest enhancements and ideas for greater efficiency.
• Collaborate across departments to support IT needs at employee milestones including onboarding, off-boarding, 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.
• 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.
• 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 in 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.

### Benefits

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

Help Transform Our World with Powerful Insights - Join Our Team!

At Lumivero, we believe in the power of research and informed problem-solving. Our data-intelligence software helps professionals in academia and business collect, organize, and analyze structured and unstructured data to identify risks, opportunities, themes, and patterns. Lumivero empowers them to do it all smarter, better, and faster!
Our diverse, global team is made up of experts in their fields and dedicated professionals building best-in-field software. We're passionate about the customers we serve, the products we create, and the problems we solve.
Lumivero is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.
Lumivero is an E-Verify Employer. You can review the E-Verify Poster. Lumivero is committed to supporting individuals requiring accommodation in the application process.