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Service Desk Technician, IIJob Locations US-CO-FrederickCategory Information TechnologyOverviewThe Service Desk Technician, II provides the second level of support to endsusers by handling incidents and service requests that have been escalated bythe tier one. This person utilizes previous experience to support internalhardware and software for the entire company through escalated incidents. Thisrole answer works on hardware and software problems of moderate scope,provides excellent customer service to both tier one and the entire company,and participates in project-based work such as upgrades, installations andother IT operational tasks.Shift Details: Thursday - Monday 8:00 AM - 5:00 PMAbout Otter ProductsFrom our founder's garage in 1998 to the global technology leader we aretoday, Otter Products continues to drive growth through innovation. Ourindustry-leading brands, OtterBox, LifeProof and Liviri lead the way tohelp people do more and go more places with technology in hand. Otter Productsis a global company of more than 900 Otters (employees) with offices inFort Collins, Colo., San Diego, Calif., Hong Kong, Munich, Germanyand Cork, Ireland. Our mission is simple - We Grow to Give which comes tolife by way of our charitable arm, the OtterCares Foundation. Frominnovation and engineering to community and culture - growing to give is atthe heart of everything we do.For more information visit otterproducts.com.Responsibilities Receive, document and manage escalated incidents and service requeststhat tier one associates were unable to resolve within an allotted time Utilize advanced troubleshooting skills and knowledge of Otter systems toprovide software & hardware support for simple and complex systems byidentifying & 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 mobiledevices Review incoming tickets for trends and common issues to report on andprovide workarounds for tier one to use with an open problem record May make recommendations based on previous experience to Management toproactively 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 andprovide 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 thecompany and customer at all times Receive continuous feedback on performance and "Ottertude" frommanagement and peers to support continued success in your role Give feedback in a professional and supportive manner to your manager andpeers to support continued success of our company Provide mentorship and guidance to tier one technicians to promotetechnical growth and development Support and maintain a positive safety culture by following all safetypolicies and procedures and actively contributing to a safe workingenvironment Other duties as requiredQualifications Bachelor's degree required. Experience in lieu of degree may be considered Minimum of three years of experience in IT required, including experiencein service desk or computer related support involving end user and softwarespecific, support preferred Minimum two years of experience in help desk or computer related supportincluding software specific end user support required CompTIA A+ certificate preferred HDI - Desktop Support Technician (HDI-DST) certificate preferred Experience providing end user support in an ITIL (Information TechnologyInfrastructure Library) based environment preferredEE
