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IT Help Desk Technician

Posted Wednesday, September 6, 2017

We are seeking a Help Desk Technician to join our IT team. To Apply, Visit our Applicant Center here.

Company: Wild Republic
Reports To: 
IS Manager
Department: Information Systems
Employment Type: 
Full-time, Non-Exempt
Twinsburg, Ohio
M-F, 8:30 AM to 5:00 PM

Position Summary:

The IT Help Desk Technician is responsible for providing technical assistance and support related to computer systems, hardware, and software. Specific responsibilities include responding to inquiries and requests for assistance in a timely manner, basic troubleshooting, providing set up and training support to new users, and maintaining updated training materials for users, including upgrades. The IT Help Desk Technician will also assist the IS Manager with IT inventory management and installations when needed.

Essential Duties and Responsibilities:

Provides training and support to new employees during orientation on software, hardward , phone equipment, voice mail, access requirements, and similar needs. Also provides IT assistance and support to employees during and after upgrades and to address issues.                          
Creates and updates self-help guides for employees and makes guides available to users via company intranet. 
Sets up workstation, phone and server needs for new workers. 
Troubleshoots phone, software, and hardware failures and identifies PC-related network problems. 
Assists IS Manager with software and systems installations. 
IT Inventory
Manages, tracks and maintains all IT inventory. Obtains approval from IS Manager regarding supplies needed and coordinates approved purchases with Office Manager. 
Assist Other Departments
Assists other departments as needed and completes other duties as may be assigned to contribute to the efforts of the team.
Interdepartmental Communication
Partners with cross-functional departments and teams to ensure customer needs are met, issues are resolved promptly, and to contribute to the overall success for the business.
Skills and Abilities:
Computer Skills
Strong proficiency in both PC and Mac. Advanced skills in Microsoft Office products (Word, Excel, Powerpoint) and Windows. Proficiency with Microsoft Navision, Microsoft Publisher, and Adobe products (Photoshop, InDesign). 

Takes ownership of position and territory with demonstrated commitment to success.
Adapts to changes in the work environment. Changes approach or method to best fit the situation. Able to handle change, delays, and unexpected events. Shows initiative, good judgment and adaptability for quick and/or frequent changes within daily tasks to be executed.

Analytical Skills
Strong analytical abilities, including the ability to collect and research data, and effectively analyze data to make decisions, while also retaining the ability to be a creative thinker. 
Attention to detail
High attention to detail and accuracy. 
Ability to effectively communicate with all levels of the organization. 

Regular, on-time attendance, including overtime as necessary.
Accepts and effectively adapts to change. Recognizes change is necessary, inevitable, and an opportunity to learn new things.
Gains trust by demonstrating ethics and integrity in actions, maintaining confidentiality, and exercising appropriate discretion and judgment.
Policy Knowledge
Understands and follows company policies and procedures.
Positive attitude.
Maintains a positive attitude.
Demonstrated ability to prioritize work appropriately and use time efficiently.
Balances team and individual responsibilities and contributes to building a positive team spirit. Develops and maintains a strong working relationship with internal and external individuals and groups.
Time Management
Prioritizes tasks and manages time to ensure that deadlines are met. Plans his or her time and sticks to those plans. Prevents or manages interruptions until the highest priority tasks are accomplished.Ability to effectively communicate with all levels of the organization.

Required Education / Experience / Specific Job-related Skills

Years of Experience:

1 to 3 years of experience in a similar role. Education may count in place of required experience level.


A high school diploma or equivalent is required. An Associates or Bachelors degree in computer science or a related field or its equivalent is preferred. Experience may count in place of required education level.


No supervisory responsibilities.

Physical Requirements:

This position requires frequent sitting, occasional standing and walking, and occasional lifting and carrying of up to 10 pounds. Lifting of items weighing 11 to 50 pounds may be needed on rare occasions. Frequent use of computers will require close vision, with or without correction. 

About the Company:

Everyday millions of children around the world are inspired to learn and play through Wild Republic. Founded in 1979 as the family-owned and operated K&M International, Inc., the Wild Republic brand has grown into an internationally-recognized company, distributing nature-inspired stuffed animals and toys throughout the world. Based in Twinsburg, Ohio, Wild Republic has operations globally in Asia, Europe, Africa and North America, with retail distribution in mass, grocery, drug and specialty retailers. And, with over four decades bringing innovative marketing and IT technology service solutions to the tourism channel, Wild Republic is the leading vendor partner with North America’s most prominent Zoos, Museums and Aquarium attractions.‚Äč

This privately-owned company is committed to nature and conservation, producing the highest quality toys for children, and creating a world filled with compassion, responsibility and understanding. We are committed to serving our customers in a timely and productive manner, which requires that we all work together as a team. To achieve our goals, we are committed to building and maintaining an organization that aligns with our Core Values.

Core Values:

  •   Express Empathy and Humility toward Others
  •   Foster Relationships with Honest and Considerate Communications
  •   Honor Triple Bottom Line: People, Planet, and Profit
  •   Deliver Excellence with Customer Service
  •   Accept Responsibility and Authority
  •   Demonstrate Respect and Cooperation

EEO Statement:

Wild Republic is an equal opportunity employer.  We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.  Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities.  If you require assistance to apply for this job, please contact us at hr@wildrepublic.com.

Disclaimer Statement:

The preceding job description has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, and qualifications required of employees assigned to this job and other duties and responsibilities may be assigned as determined necessary by management. This job listing is not intended to, and does not, construe either a contract of employment or an offer of such a contract. Offers of employment with Wild Republic are contingent upon successful completion of a pre-employment background check and drug/alcohol screening.

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