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 Qualifications 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. EEO Otter Products, LLC is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, pregnancy, sex, sexual orientation, gender, gender identity or expression, national origin, disability, veteran status, or any other characteristic or status protected by law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act and in accordance with all other applicable federal, state and local laws. For US Based Roles Only - Base Compensation Range Minimum USD $26.25/ Hr. For US Based Roles Only - Base Compensation Range Maximum USD $27.25/ Hr. Additional Total Rewards Otter 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 www.otterbox.com/en-us/careers.html for more info., Variable Incentive Program - This position is eligible for the Profit Sharing Program.