OnTrac is a leading provider of same-day and next-day delivery services in the U.S., and they are seeking Help Desk Technicians to support their operations during overnight hours. The role involves managing technical issues and providing support to both staff and executives via various communication channels.
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
Skills
- 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
- Previous experience troubleshooting Zebra printers and handheld scanners
- Background in a logistics or high-volume operations environment
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
Company Overview
OnTrac is the solution of choice for last-mile e-commerce deliveries that helps retailers and shippers build a competitive advantage through faster delivery times, lower costs, coast-to-coast coverage, and reliable on-time performance. It was founded in 1991, and is headquartered in Chandler, Arizona, USA, with a workforce of 5001-10000 employees. Its website is http://www.ontrac.com/.Company H1B Sponsorship
OnTrac has a track record of offering H1B sponsorships, with 2 in 2025, 4 in 2024, 1 in 2023, 3 in 2022, 2 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.