Help Desk Technician II - Help Desk - OT

OnTrac•Phoenix, AZ

1d•$19 - $35•Hybrid

About The Position

OnTrac is hiring Help Desk Technicians in Phoenix, AZ! 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: Combination of REMOTE and HYBRID ON-SITE work in Phoenix, AZ) Pay: $19.23 to $35.19 / hour depending on experience and qualifications Schedule: Monday through Friday from 9:00pm to 5:00am (Eastern Time) Employment Logistics: We are seeking resourceful, tech-savvy and people-oriented Help Desk Technicians to join our team for the overnight shift. This is a critical role for ensuring operational continuity during overnight hours, supporting both our standard operations staff and high-level executives. You will be the primary point of contact during this shift, responsible for managing technical issues via phone, email, and Microsoft Teams. Do you have a "can-do" attitude, a genuine passion for solving problems, and the ability to remain calm and professional under pressure? You will be a vital part of a team that keeps our business moving forward during the overnight hours. If you thrive in an environment where you are the "go-to" person for technical solutions and value the flexibility of a hybrid schedule, we want to hear from you. Unpacking the Benefits: We offer a comprehensive benefits package designed to support your health, financial security, and life outside of work. Health & Protection 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 Financial & Future Competitive benefits and 401(k) with company match Referral Bonus Program - up to $500 per referral! Time Away & Leave Paid Vacation, Sick Leave, Floating Holidays, and Parental Leave Paid Holidays Work & Life Support Employee Assistance Program Safe and clean work environment 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 OnTrac 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. Lasership, Inc. dba OnTrac Final Mile with its affiliates, including OnTrac Logistics, Inc. (collectively, "OnTrac" or the "Company") is an equal opportunity employer.

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 navigating new technologies and being resourceful when a solution isn't immediately obvious.
Excellent customer service skills with the ability to communicate effectively with both floor staff and executive leadership.
High level of self-motivation, accountability, and responsibility—especially during graveyard hours.
A genuine passion for technology and helping people.
Flexible and adaptable in learning and understanding new technologies.
Strong written and oral communication and interpersonal skills.
Ability to conduct research into software-related issues and products.
Highly logical, technically proficient with proven analytical and problem-solving abilities.
Highly self-motivated and directed.
Ability to effectively prioritize and execute tasks in a high-pressure environment with a keen attention to detail.
Ability to work both independently and in a team-oriented, collaborative environment.

Nice To Haves

Previous experience troubleshooting Zebra printers and handheld scanners.
Background in a logistics or high-volume operations environment.

Responsibilities

Actively monitor, create, and resolve support tickets within ServiceNow.
Use PagerDuty to route and escalate high-priority issues to the appropriate on-call teams quickly and accurately.
Provide support for laptops, desktops, and Chromebooks. This includes troubleshooting peripherals and specialized equipment like Zebra scanners and printers, as well as managing issues with large Toshiba printers and copiers.
Utilize Microsoft Intune for device management, software deployment, and troubleshooting to ensure all hardware is compliant and functional.
Provide high-quality technical assistance to a distributed workforce. You must be comfortable troubleshooting remotely and be highly accountable and responsible for managing your queue and maintaining productivity without direct overnight supervision.
Seamlessly manage support requests via inbound calls, Microsoft Teams, and email. Maintain clear, professional communication with everyone from operations staff to high-level executives.

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 Vacation, Sick Leave, Floating Holidays, and Parental Leave
Paid Holidays
Employee Assistance Program
Safe and clean work environment

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