2 Jobs in Fort Collins, CO
Otter Products is Hiring a Service Desk Technician II Near Fort Collins, CO
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 the tier one. You will utilize previous experience to support internal hardware and software for the entire company through escalated incidents. Your role will 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.
About Otter ProductsAt 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
- 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
For US Based Roles Only - Base Compensation Range Minimum USD $25.96/Hr.
For US Based Roles Only - Base Compensation Range Maximum USD $30.77/Hr.
Additional Total RewardsOtter 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.
Job Summary
Full Time
$49k-61k (estimate)
05/23/2024
06/20/2024
parkefamily.net
<25
The job skills required for Service Desk Technician II include Troubleshooting, Customer Service, Service Desk, Desktop Support, etc. Having related job skills and expertise will give you an advantage when applying to be a Service Desk Technician II. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Service Desk Technician II. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Service Desk Technician II positions, which can be used as a reference in future career path planning. As a Service Desk Technician II, it can be promoted into senior positions as a Help Desk Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Service Desk Technician II. You can explore the career advancement for a Service Desk Technician II below and select your interested title to get hiring information.
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