Reports to: IT

Department: Vice President of IT
Status: Full-time/Non-Exempt

Position Summary
The Help Desk Technician is responsible for providing triage technical support to all CreativeOne employees and
identified clients. Provides support to end users on a variety of issues including hardware, software, desktop
applications, and networks. Identifies, researches, and resolves technical problems. Responds to telephone calls,
email, and help desk ticket requests for technical support. Documents, tracks, and monitors the problem to ensure
a timely resolution.
Duties and Responsibilities include, but not limited to:
Email Support and Workstation Analyst

• Setup, migration, and ongoing administration and troubleshooting of end user support issues.

• Responsible for ongoing cybersecurity maintenance and updates as new threats arise or are identified.

• Provide courteous & prompt technical support to users on various workstations and operating systems.

• Setup, configure, and install new end-user hardware.

• Strong desktop & peripheral knowledge for troubleshooting email configuration and hosting and other

• Maintain and update cybersecurity catalogs, inventories, and rosters of equipment and authorized users.

• Develop virtual and in-person Cybersecurity trainings for clients and/or remote independent contractors.

• Rotate computing assets in a manner consistent with job function to maximize asset use & re-use.

• Utilize basic network skills to help solve workstation issues.

• Navigate and obtain information from the Internet relevant to tasks and accountabilities assigned.

• Proficient at common software to provide support to end-users.

• Conduct Quality Assurance testing as identified.

• Extensive Office Product Knowledge, familiar with current versions of desktop OS and business

Project Administration

• Estimate appropriate project deliverables as requested!

• Accurately determine resource requirements for a particular project/task

• Attend team meetings, conference calls, etc.

• Work with 3rd party IT vendors to obtain tools/utilities/support!

Demonstrate and Represent Our Core Values

• Provide Unreasonably Excellent Service

• Love What We Do

• Act With Integrity

• Collaborate Courageously

• Evolve With Purpose