Service Desk Technician I

Otter Products is currently seeking a Service Desk Technician I to join our amazing 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 an as needed basis.

As a Service Desk Technician I, 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 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.

Provide top tier, consultative service to our internal customers by using effective interpersonal skills and excellent written and verbal communication skills to solicit descriptive information from users in order to clearly understand, document, troubleshoot and resolve with a focus on one-touch resolution
• Provide software and hardware support for relatively simple 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 and telephone then escalate issues as appropriate to the next tier of support personnel and work with escalation groups until resolution is accomplished
• Utilize knowledge base articles and other IT resources to effectively troubleshoot and follow policies
• Participate 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
• 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

• 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/GED degree required
• Minimum of one year of experience providing service desk or computer related support including software specific end user support is preferred
• Experience providing end user support in an ITIL (Information Technology Infrastructure Library) based environment preferred