Help Desk Technician - Hybrid

OnTrac • Phoenix, AZ

1d • Hybrid

About The Position

OnTrac is hiring a Help Desk Technician! Are you eager to join a dynamic and expanding company where you can both learn and make a meaningful impact? If you possess a strong sense of empathy, enjoy assisting others, thrive in a fast-paced environment, and excel at problem-solving, we encourage you to apply today to connect with a recruiter! Founded in 1986, OnTrac has evolved into the leading provider of same-day and next-day delivery services in the U.S. for premier e-commerce and product-supply businesses, including five of the largest retailers in the U.S.

Requirements

• At least 1 year of experience in a Help Desk or similar technical support role
• Strong knowledge of Windows OS, ChromeOS, and Microsoft Office
• Direct experience with ServiceNow for ticket lifecycle management
• Familiarity with PagerDuty for incident response and Microsoft Intune for endpoint management
• Comfortable supporting a distributed workforce and managing a personal queue with minimal supervision
• Ability to complete an initial, in-person training period (hybrid role thereafter)

Nice To Haves

• Experience troubleshooting Zebra printers and handheld scanners is preferred
• Background in logistics or high-volume operations environments is preferred

Responsibilities

• Monitor, create, triage, and resolve ServiceNow tickets.
• Use PagerDuty to route and escalate high-priority incidents to on-call teams quickly and accurately.
• Troubleshoot laptops, desktops, and Chromebooks.
• Support peripherals and specialized devices including Zebra scanners/printers and large Toshiba printers/copiers.
• Use Microsoft Intune for device enrollment, compliance, software deployment, and troubleshooting to keep endpoints secure and functional.
• Provide effective remote assistance to a distributed workforce.
• Maintain queue discipline and productivity without direct overnight supervision.
• Handle inbound calls, Teams messages, and emails.
• Communicate clearly and professionally with operations staff and executive leadership.
• Complete an initial, fully in-office training period before transitioning to the hybrid, overnight schedule.

Benefits

• Medical, Dental, and Vision insurance
• HSA and FSA options
• Life and Disability coverage (basic and voluntary)
• Voluntary Accident, Critical Illness, Identity & Fraud Protection, Auto & Home, and Pet Insurance
• Competitive benefits and 401(k) with company match
• Referral Bonus Program - Up to $500 per referral!
• Paid Time Off including Holiday pay
• Employee Assistance Program
• Safe and clean work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed