Help Desk Technician

OnTrac is seeking a Help Desk Technician to support a distributed workforce from a hybrid Phoenix-based operation. This role centers on managing ticketing, incident handling, and endpoint support across a mix of devices, with an in-office onboarding before moving into hybrid overnight duties.

Responsibilities

• Serve as the primary point of contact for technical issues via phone, email, and Microsoft Teams.
• Manage ticket intake and ensure timely resolution throughout the lifecycle.
• Route incidents and escalate as needed to appropriate teams.
• Collaborate with onboarding and training teams for the initial in-office training period.
• Operate in a hybrid model with accountability and independence during overnight hours.
• Monitor, triage, and resolve ServiceNow tickets; leverage PagerDuty to route 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.
• Manage 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.

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 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.

Technologies

• ServiceNow
• PagerDuty
• Microsoft Intune
• Windows OS
• ChromeOS
• Microsoft Office
• Microsoft Teams

Location

4440 E. Elwood St., Phoenix, AZ 85040 - Hybrid

Pay

USD 23.46 - 35.19 per hour, depending on experience and qualifications.

Unpacking the 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 and a Safe and clean work environment

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.