Help Desk Technicians (Graveyard / Overnight Shift)

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.ResponsibilitiesActively monitor, create, and resolve support tickets within ServiceNowUse PagerDuty to route and escalate high-priority issues to the appropriate on-call teams quickly and accuratelyProvide 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 copiersUtilize Microsoft Intune for device management, software deployment, and troubleshooting to ensure all hardware is compliant and functionalProvide 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 supervisionSeamlessly manage support requests via inbound calls, Microsoft Teams, and email. Maintain clear, professional communication with everyone from operations staff to high-level executivesSkillsAt least 1 year of experience in a Help Desk or similar technical support roleStrong knowledge of Windows OS, ChromeOS, and Microsoft OfficeDirect experience with ServiceNow for ticket lifecycle managementFamiliarity with PagerDuty for incident response and Microsoft Intune for endpoint managementComfortable navigating new technologies and being resourceful when a solution isn't immediately obviousExcellent customer service skills with the ability to communicate effectively with both floor staff and executive leadershipHigh level of self-motivation, accountability, and responsibility—especially during graveyard hoursA genuine passion for technology and helping peopleFlexible and adaptable in learning and understanding new technologiesStrong written and oral communication and interpersonal skillsAbility to conduct research into software-related issues and productsHighly logical, technically proficient with proven analytical and problem-solving abilitiesHighly self-motivated and directedAbility to effectively prioritize and execute tasks in a high-pressure environment with a keen attention to detailAbility to work both independently and in a team-oriented, collaborative environmentPrevious experience troubleshooting Zebra printers and handheld scannersBackground in a logistics or high-volume operations environmentBenefitsMedical, Dental, and Vision insurance; HSA and FSA optionsLife and Disability coverage (basic and voluntary)Voluntary Accident, Critical Illness, Identity & Fraud Protection, Auto & Home, and Pet InsuranceCompetitive benefits and 401(k) with company matchReferral Bonus Program - up to $500 per referral!Paid Vacation, Sick Leave, Floating Holidays, and Parental LeavePaid HolidaysEmployee Assistance ProgramSafe and clean work environmentCompany OverviewOnTrac 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 SponsorshipOnTrac 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.



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