Service Desk Technician II Job Locations

US-CO-Fort Collins

Category Information Technology

Posting closes 6/28/2024

Hybrid status In-Office = Work is completed at an assigned Otter facility. 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 founder's 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 founder's 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 he 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

Bachelor's 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