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Service Desk Technician II

3 months ago

Fort Collins, United States Otter Products Full time

Overview:

Otter Products is hiring for a Service Desk Technician II to join our amazing Information Technology team

As the Service Desk Technician II, you will provide the second level of support to end users by handling incidents and service requests that have been escalated by tier one. You will utilize previous experience to support internal hardware and software for the entire company through escalated incidents. Your role will answer and work on hardware and software problems of moderate scope, provide excellent customer service to both tier one and the entire company, and participate in project-based work such as upgrades, installations and other IT operational tasks.

Note: this is a full-time on-site position. This role is required to work from our HQ campus in Fort Collins, Colorado, Monday - Friday.

About Otter Products:
At Otter Products, we grow to give. From our founders garage in 1998 to the global technology leader we are today, Otter Products continues to drive growth through innovation.

Through our industry-leading brands OtterBox, OtterCares - we provide our partners the number-one selling and most trusted products in our categories. Our philanthropic spirit is the foundation on which we foster our partner relationships, allowing us to grow and to give - together.

By way of our charitable arm, the OtterCares Foundation, we support our communities and invest in our future through education that inspires kids to change the world.

And even as our global community of Otters continues to grow, our founders core values are still at the heart of everything we do. We measure our success by our ability to give back to our communities and strengthen opportunities for all.

For more information visit otterproducts.com

Responsibilities:
  • Walk-up Ticket Support: Provide immediate assistance for walk-up support tickets.
  • Employee Lifecycle Management: Handle onboarding, offboarding, and employee changes.
  • Tier 2 Ticket Queue: Manage and resolve issues in the Tier 2 ticket queue.
  • In-Office Support: Address Tier 2 related issues in collaboration with the Tier 2 team.
  • Imaging/Refresh: Perform system imaging and refresh tasks.
  • IT Inventory/Stock Management: Manage IT inventory and stock levels.
  • Salazar/FCDC Back-up: Serve as back-up for Salazar/FCDC and perform on-site visits as needed, in coordination with the Tier 2 team.
  • Receive, document and manage escalated incidents and service requests that tier one associates were unable to resolve within an allotted time
  • Utilize advanced troubleshooting skills and knowledge of Otter systems to provide software and hardware support for simple and more complex systems by identifying and selecting the best solution based on the issue
  • Escalate issues as appropriate (i.e. vendor, IT team(s), SME, etc.) and work with escalation groups until resolution is accomplished
  • Own and execute on project-like tasks using available resources, including operational IT tasks for some applications owned by other IT teams
  • Install, configure and maintain end user hardware, software and mobile devices
  • Review incoming tickets for trends and common issues to report on and provide workarounds for tier one to use with an open problem record
  • May make recommendations based on previous experience to Management to proactively maintain the technology infrastructure
  • Participate in knowledge base article creation to reduce incidents, encourage self-service and drive down support costs
  • Maintain and participate in quality assurance for incident management and provide continuous feedback to tier one associates
  • Engage in team meetings as an active member of the Service Desk team
  • Exercise superior professional judgement to do what is right for the company and customer at all times
  • Receive continuous feedback on performance and Ottertude from management and peers to support continued success in your role
  • Give feedback in a professional and supportive manner to your manager and peers to support continued success of our company
  • Provide mentorship and guidance to tier one technicians to promote technical growth and development
  • Support and maintain a positive safety culture by following all safety policies and procedures and actively contributing to a safe working environment
  • Other duties as required
Qualifications:
  • Bachelors degree required. Experience in lieu of degree may be considered
  • Minimum of three years of experience in IT, including 2 years of experience in a service desk or computer-related support (involving end-user and software specific support) required.
  • CompTIA A+ certificate preferred
  • HDI - Desktop Support Technician (HDI-DST) certificate preferred
  • Experience providing end user support in an ITIL (Information Technology Infrastructure Library) based environment preferred


EEO:
Otter Products, LLC is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, national origin, disability, veteran status, or any other characteristic or status protected by law.

For US Based Roles Only - Base Compensation Range Minimum:
USD $25.53/Hr.

For US Based Roles Only - Base Compensation Range Maximum:
USD $30.77/Hr.

Additional Total Rewards:
Otter Products offers a robust benefits package to eligible employees including medical, dental, vision, basic life, voluntary life, long-term and short-term disability, employee assistance program, flexible spending accounts, health savings account, and 401(k) retirement plan. Additionally, for eligible employees, we offer accrued paid time off based on seniority, volunteer time off, parental leave, bereavement leave, company holidays, and years of service awards. Check out otterproducts.com/careers/why for more info., This position is eligible for the Profit Sharing Program.