Associate Service Desk Technician

Otter Products is currently seeking an Associate Service Desk Technician to join our IT Support team! This position is primarily based at our Fort Collins, CO headquarters with as needed travel or full-day work at our Frederick, CO distribution center on a rotational schedule basis.

As an Associate Service Desk Technician, you will serve as first point of contact within IT, applying company standard operating procedures to provide internal end users with support for hardware and software needs across the entire company. In this entry-level role you will provide excellent customer service, answer general functionality questions, troubleshoot end user hardware and software issues of basic to intermediate scope, and assist as needed on internal IT projects. You will be responsible for communicating effectively with customers, teammates, other IT teams, and management both verbally and in writing while working closely with tier II service desk technicians toward one touch resolution.

Note: This is a full-time on-site position. This role is required to work from our HQ campus in Fort Collins, Colorado, with the ability to travel, as needed, to our Frederick, CO distribution center. Must be able to work a shift between 6:00 A.M. - 6:00 P.M. Monday-Friday.

Deliver exceptional customer service to internal customers by leveraging strong interpersonal and communication skills to accurately gather, document, troubleshoot, and resolve technology issues with a focus on one-touch resolution.
• Provide in person and remote software, hardware, and user account support for systems that Otter Products, LLC relies on for normal business operations by working with other Associates and Desktop Technicians to determine the best solution based on the issue.
• Install, configure, and maintain end user hardware, software, and mobile devices.
• Field incoming incidents and requests via ticketing system, telephone, and online chat to remediate or escalate issues as appropriate to the next tier of support personnel, and work with escalation groups until resolution is accomplished.
• Utilize internal knowledge base articles and other resources to effectively troubleshoot issues within established policies.
• Create and maintain internal documentation and procedure guides to enhance the problem resolution capabilities of the team.
• Work within the ticketing system to record and track time spent, troubleshooting steps taken, monitor for new and stale tickets, and split and assign tickets as necessary.
• Complete daily/weekly/monthly recurring tasks following Standard Operating Procedures.
• Ensure all company security policies and procedures are being followed, escalating security issues as needed.
• Maintain the confidentiality of the business while supporting technology needs.
• Proactively research and stay abreast of new technology to identify opportunities for improvement and make constructive suggestions for change.
• Participate in team meetings as an active member of the Service Desk team.
• Exercise good judgement and decision making to do what is right for the company and customer.
• Seek feedback on personal performance and "Ottertude" from management and peers to support success and growth in the role.
• Give feedback in a professional and supportive manner to your manager and peers to support continued success of the company.
• 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 assigned.

• High school diploma/GED degree is required.
• Experience providing service desk and/or computer related support is preferred.
• Experience providing end user support in an ITIL (Information Technology Infrastructure Library) based environment preferred.