IT Help Desk Technician

Job Overview:

We are seeking a motivated and detail-oriented IT Help Desk Technician to join our growing team at Tactacam! In this role, you will be a key member of our exceptional IT Help Desk team, supporting over 500 employees and contractors across both onsite and remote environments. Reporting day to day to the IT Help Desk Lead, you will play an essential role in keeping our team connected, equipped, and productive — no matter where they are. If you thrive in a fast-paced environment, take pride in outstanding customer service, and love solving technical challenges, we want to hear from you.

Responsibilities:

• Manage and resolve tickets in the Help Desk queue (Zendesk), ensuring prompt follow-through and clear communication at every step.
• Log and track walk-up requests, maintaining accurate and up-to-date ticket records.
• Meticulously prepare, configure, and ship new hire computers as part of the onboarding process — attention to detail is critical.
• Set up computer workstations for both onsite team members and remote employees, ensuring a seamless Day 1 experience.
• Receive, inventory, and process returned hardware during offboarding, maintaining accurate records in the Asset Management System.
• Perform RMA processing and hands-on hardware repair work as needed.
• Provide Tier 1/2 Help Desk troubleshooting for Windows, MacBooks, and Chromebooks.
• Create and update knowledge base articles to empower end users and improve team efficiency.
• Participate in the on-call rotation alongside our amazing IT Help Desk team.
• Deliver outstanding customer service with professionalism, patience, and a positive attitude — whether supporting a first-day new hire or a seasoned remote employee.
• Collaborate with a team-oriented mindset, supporting colleagues and contributing to a positive, solutions-focused department culture.
  

Requirements:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field — or equivalent hands-on work experience.
• Proven experience in an IT Help Desk, Desktop Support, or similar technical support role.
• Proficiency supporting Windows, macOS (MacBooks, iPads), and ChromeOS environments.
• Strong hardware skills, including hands-on RMA processing and component-level repair.
• Excellent written and verbal communication skills, with the ability to translate technical concepts for non-technical users.
• High attention to detail, particularly for asset management, shipping, troubleshooting, ticket documentation and hardware tracking tasks.
• Experience with ticketing systems; Zendesk experience strongly preferred.
• Highly organized with the ability to manage multiple priorities in a fast-paced, high-volume support environment.
• A genuine team player mentality with a positive, can-do attitude.
• Comfortable working with a mixed remote and onsite end-user base and adapting communication style accordingly.
• Willingness to participate in an on-call rotation.

Preferred Skills:

• Familiarity with any of the following tools and platforms is a plus:
  
  • Okta — Identity and access management
  • Zendesk — Ticketing and customer support
  • Jamf — Apple MDM
  • Microsoft Intune — Windows/cross-platform MDM
  • Google Workspace — Gmail, Drive, Meet, and more
  • Slack — Team communication and collaboration
  • Network protocols — TCP/IP, DNS, DHCP, VPN fundamentals
  • Shipping & Receiving — experience processing inbound/outbound packages, managing hardware inventory, and working with shipping platforms such as FedEx, UPS, or similar carriers