Service Desk Technician II

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, with the ability to travel, as needed, to our Frederick, CO distribution center.

Scheduled hours for this role are Monday-Friday 8:00 A.M. - 5:00 p.m. This role also works an on-call rotation for one week once a month where they are additionally on-call for the below schedule and expected to be available in the event of an emergency during the following hours:

Monday-Friday - 6:00 P.M. - 6:00 A.M.

Saturday and Sunday - 24 hours

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

• 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 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