Help Desk Technician - Hybrid

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. Location: 4440 E. Elwood St., Phoenix, AZ 85040 - Hybrid Pay: $23.46 - $35.19/hr. depending on experience and qualifications Shift: Monday - Friday9:00 AM - 5:00 PM Employment Logistics: The Help Desk Technician ensures operational continuity by serving as the primary point of contact for technical issues via phone, email, and Microsoft Teams. This role supports a distributed workforce and high-level executives, handling ticket intake and resolution, incident routing and escalation, endpoint management, and device troubleshooting. The technician partners with the onboarding/training team for an initial in-office training period, then operates in a hybrid model with high accountability and independence during overnight hours. Unpacking the Benefits: We offer a comprehensive benefits package designed to support your health, financial security, and life outside of work.

• 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 & a Safe and clean work environment

The Must-Haves:

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

Your Mission in Motion:

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

Paving your way to your success:

• You provide excellent customer service and communicate clearly with both floor staff and executives.
• You stay calm under pressure, take ownership, and remain highly accountable during overnight hours.
• You are resourceful and tech-savvy, comfortable learning new tools and finding solutions when answers aren't immediately obvious.
• You manage your workload independently, maintain queue hygiene, and follow through on commitments.
• You're genuinely passionate about technology and helping people, bringing a can-do attitude to every interaction.

If you are excited to be part of our team and grow with our OnTrac family, we invite you to apply! OnTrac is proud to be an Equal Opportunity Employer Lasership, Inc. dba OnTrac Final Mile with its affiliates, including OnTrac Logistics, Inc. (collectively, "OnTrac" or the "Company") is an equal opportunity employer. We value diversity and welcome applications from individuals of all backgrounds, abilities, and experiences. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or age. Join us in our commitment to creating a diverse and inclusive workplace. If you are excited to be part of our team and contribute to our talent acquisition efforts, we invite you to apply. Apply tot his job Apply To this Job