OmniTRAX, Inc.
Posted Tuesday, November 18, 2025 at 9:00 AM
POSITION SUMMARY The Desktop Support Technician performs maintenance and support of the IT Infrastructure needs: PC workstations, switches, printers, copiers, and VoIP system. Analyzes requirements, resolves problems, installs hardware and software solutions and answers calls/emails from internal customers to troubleshoot and resolve issues for desktop environment. Performs desktop support and service desk role.
The Desktop Support Technician demonstrates and adheres to the company values of safety, honesty, ownership, respect, and teamwork to ensure a successful partnership with customers and employees that result in OmniTRAX’s continued success.
ESSENTIAL RESPONSIBILITIES
Assist in the repair, inventory tracking, management, and deployment of new systems
Daily administration and maintenance of computer devices
Daily administration and maintenance of user accounts
Deliver end-user support over the phone and desk side: install, configure and the ongoing usability of user desktop computer, peripheral equipment, and software
Assist end-users with network support
Available to work on rotating basis to support the 24/7 on-call of the production environment
On-site requirement a minimum of 4 days per week subject to change at company discretion
Conduct computer deployment: track and execute computer hardware refreshes
Monitor ticket system: triage incoming helpdesk tickets; work with IT staff as appropriate to determine and resolve reported problems from users
Assist users and work within small IT team to resolve technical problems with desktop computing/network equipment and software
Perform printer support: troubleshoot issues with printers, copiers, and scanners
Create and update documentation for user/IT processes, document repeatable processes and procedures
Personal interaction with internal customers
OTHER DUTIES Perform other duties and projects as assigned
SUPERVISORY RESPONSIBILITIES None
REQUIRED QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES
High School Diploma/GED
3-5 years desktop and direct end-user contact support experience
Experience with helpdesk ticketing system
Possess good trouble-shooting and problem-solving skills
Outstanding interpersonal, customer service and telephone etiquette skills: professional demeanor at all times, performs approximately 50% of work remotely via phone
Strong understanding and working knowledge of classic and Azure Active Directory user and computer objects
Effectively manage problems through all phases: analysis, resolution, troubleshooting and root cause analysis
Working knowledge of mobile devices: iPhone, iPad effectively troubleshoot and configure devices
Self-motivated, multi-task and initiate to meet deadlines and customer satisfaction
Strong experience in Microsoft applications and operating systems starting with Windows 10
Excellent verbal and written communication skills; effectively converse with all levels of the company, customers, business associates
Intermediate computer skills in Microsoft Office Suite
Professional integrity and accountability
Work in fast-paced, collaborative environment
REQUIRED CERTIFICATIONS AND LICENSES Valid Driver’s License
PREFERRED QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES
Previous experience in Rail Transportation, Supply Chain Logistics, Manufacturing and/or Oil and Gas industries
Associate’s degree in IT or related field
Experience working in a NOC or helpdesk environment
PREFERRED CERTIFICATIONS AND LICENSES None
WORK ENVIRONMENT Work in a climate-controlled office and routinely use standard office equipment
TRAVEL Occasional, as business requires
COMPENSATION Exact starting salary is determined by merit; seniority; geographic location; education, training, and/or experience related to job duties and responsibilities
FLSA Status: Exempt, Not Eligible for Overtime
Eligible for Participation - Annual Discretionary Bonus
BENEFITS
401(k)
401(k) matching
AD&D insurance
Disability insurance
Employee assistance program
Health insurance
Health savings account
Life insurance
Paid Maternity leave
Paid Parental leave
Referral program
Relocation assistance
Sick time
Vacation time
Vision insurance
PHYSICAL REQUIREMENTS Physical Requirements
% of Work Time
Remain in a seated position
80%
Speak and hear clearly
100%
Lift office products and supplies, up to 20 lbs.
20%
Stoop, kneel, bend and reach
10%
Dexterity to write and manipulate keyboard and mouse
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POSITION SUMMARY The Desktop Support Technician performs maintenance and support of the IT Infrastructure needs: PC workstations, switches, printers, copiers, and VoIP system. Analyzes requirements, resolves problems, installs hardware and software solutions and answers calls/emails from internal customers to troubleshoot and resolve issues for desktop environment. Performs desktop support and service desk role.
The Desktop Support Technician demonstrates and adheres to the company values of safety, honesty, ownership, respect, and teamwork to ensure a successful partnership with customers and employees that result in OmniTRAX’s continued success.
ESSENTIAL RESPONSIBILITIES
Assist in the repair, inventory tracking, management, and deployment of new systems
Daily administration and maintenance of computer devices
Daily administration and maintenance of user accounts
Deliver end-user support over the phone and desk side: install, configure and the ongoing usability of user desktop computer, peripheral equipment, and software
Assist end-users with network support
Available to work on rotating basis to support the 24/7 on-call of the production environment
On-site requirement a minimum of 4 days per week subject to change at company discretion
Conduct computer deployment: track and execute computer hardware refreshes
Monitor ticket system: triage incoming helpdesk tickets; work with IT staff as appropriate to determine and resolve reported problems from users
Assist users and work within small IT team to resolve technical problems with desktop computing/network equipment and software
Perform printer support: troubleshoot issues with printers, copiers, and scanners
Create and update documentation for user/IT processes, document repeatable processes and procedures
Personal interaction with internal customers
OTHER DUTIES Perform other duties and projects as assigned
SUPERVISORY RESPONSIBILITIES None
REQUIRED QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES
High School Diploma/GED
3-5 years desktop and direct end-user contact support experience
Experience with helpdesk ticketing system
Possess good trouble-shooting and problem-solving skills
Outstanding interpersonal, customer service and telephone etiquette skills: professional demeanor at all times, performs approximately 50% of work remotely via phone
Strong understanding and working knowledge of classic and Azure Active Directory user and computer objects
Effectively manage problems through all phases: analysis, resolution, troubleshooting and root cause analysis
Working knowledge of mobile devices: iPhone, iPad effectively troubleshoot and configure devices
Self-motivated, multi-task and initiate to meet deadlines and customer satisfaction
Strong experience in Microsoft applications and operating systems starting with Windows 10
Excellent verbal and written communication skills; effectively converse with all levels of the company, customers, business associates
Intermediate computer skills in Microsoft Office Suite
Professional integrity and accountability
Work in fast-paced, collaborative environment
REQUIRED CERTIFICATIONS AND LICENSES Valid Driver’s License
PREFERRED QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES
Previous experience in Rail Transportation, Supply Chain Logistics, Manufacturing and/or Oil and Gas industries
Associate’s degree in IT or related field
Experience working in a NOC or helpdesk environment
PREFERRED CERTIFICATIONS AND LICENSES None
WORK ENVIRONMENT Work in a climate-controlled office and routinely use standard office equipment
TRAVEL Occasional, as business requires
COMPENSATION Exact starting salary is determined by merit; seniority; geographic location; education, training, and/or experience related to job duties and responsibilities
FLSA Status: Exempt, Not Eligible for Overtime
Eligible for Participation - Annual Discretionary Bonus
BENEFITS
401(k)
401(k) matching
AD&D insurance
Disability insurance
Employee assistance program
Health insurance
Health savings account
Life insurance
Paid Maternity leave
Paid Parental leave
Referral program
Relocation assistance
Sick time
Vacation time
Vision insurance
PHYSICAL REQUIREMENTS Physical Requirements
% of Work Time
Remain in a seated position
80%
Speak and hear clearly
100%
Lift office products and supplies, up to 20 lbs.
20%
Stoop, kneel, bend and reach
10%
Dexterity to write and manipulate keyboard and mouse
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