Information Technology Help Desk Technician

INTRODUCTION

Creative Co-Op, Inc. (www.creativecoop.com) is a leading importer and distributor of gift and home decorative accessories. We work with over 15,000 boutique specialty stores in North America, Fortune 500 national retailers and major eCommerce partners. Headquartered in Memphis, TN the company has hundreds of employees globally with offices and showrooms in Portland, Atlanta, Dallas, Las Vegas, and China.

Creative Co-Op is the cornerstone division of Regent Holding Company whose global brands also include Illume (www.illumecandles.com) based in Minneapolis, MN and Bloomingville (www.bloomingville.com) based in Ikast, Demark. Regent’s growth is backed by Freeman Spogli & Co. (www.freemanspogli.com), a leading private equity firm dedicated to investing in the consumer and distribution sectors.

We are looking for dedicated, high energy creative individuals who want to join an industry leader undergoing rapid growth and expansion. We look for people who embody an entrepreneurial spirit and are drawn to our Core Values:

· Think First – We validate gut instincts with facts.

· Act The Right Way – Our integrity has been built over decades and can be lost in seconds.

· Care About More Than Yourself – We are passionate. We show that passion through a fierce commitment to our customers and colleagues.

· Embrace Evolution – We are hungry for improvement and never satisfied with the status quo.

Job Definition:

The Help Desk Technician serves the front line of support for the company’s information technology systems. The Help Desk Technician must have a good understanding of basic troubleshooting of computers, printers, and networking. The incumbent must possess a high proficiency of oral and written communication skills with end users, team members, and documentation.

Primary Responsibilities:

• First point of contact for IT Helpdesk incidents and requests
• Manage and respond to Helpdesk tickets in a timely and professional manner
• Install, troubleshoot, and repair/replace office and warehouse computers, printers and peripherals
• Communicate technical information to non-technical users in a clear and understandable manner
• Document call logs, actions, and resolutions of incidents via Helpdesk ticketing system keeping with in pre-determined SLAs
• Document solutions and procedures as needed in Helpdesk solution database
• Adhere and enforce to IT policies and procedures

Knowledge, Skills, Abilities Required:

Education: High school diploma

Relevant certifications (CompTIA, Microsoft, etc) may be beneficial

Experience:

• Minimum of 1 year Help Desk Technician
• Experience working in distribution/warehouse environment preferred

Skills:

• Knowledge of Desktop, Laptop, and Printer installation and configuration
• Knowledge of the following Operating Systems: Windows 10, Mac, Android, iOS
• Knowledge of Microsoft Office applications: Excel, Word, PowerPoint, Outlook
• Knowledge of automated computer imaging and software deployment technologies
• Knowledge of scripting languages (e.g., PowerShell) to automate tasks and/or ability to create and modify scripts for administration purposes.
• Experience in configuring and troubleshooting issues in an Office 365 environment
• Basic knowledge of network troubleshooting techniques with an understanding of TCP/IP, DNS, DHCP and other fundamental networking concepts
• Adept at written and oral communication with technical and non-technical staff
• Ability to learn and support new software applications
• Ability to work collaboratively with other IT team members and a willingness to learn and share to contribute to the team’s success

Physical demands and work environment:

• Must be able to life ~50 pounds unassisted
• Kneel and stoop many times a day
• Travel long distances throughout the offices and warehouse
• Must be able to handle a cold server room environment for extended periods of time.
• Must be able to work as a team member and interact with many co-workers from other departments
• Must be able to work after business hours and on weekends as needed

Travel:

• The incumbent may be required to travel to showrooms or other CCOI facilities as needed/required.
• Estimated travel less than 30 days annually.