Service Desk Technician
Orlando, FL | Full Time | Information Security & Technology | Entry Level

OneRail is a technology company innovating solutions for multi-modal delivery. We have built and continue to develop a delivery orchestration platform that connects shippers to an extensive courier ecosystem to automate, optimize and control the entire delivery supply chain, from the demand signal to the proof of delivery. Your thought leadership and development skills are critical to our success. Our approach to product development is very collaborative. We seek high performing engineers who are excited by the challenges that come with scaling a product.

We are seeking a friendly and motivated Service Desk Technician to join our team. In this Tier I role, you will serve as the first point of contact for our internal workforce, providing essential technical support and exceptional customer service. You’ll primarily handle common issues related to desktop hardware, software, and Microsoft 365 applications, escalating more complex tasks to senior team members. This position offers an excellent opportunity to build foundational IT and security skills, as you’ll collaborate with colleagues on broader initiatives and learn industry best practices. Success in this role can open doors to additional responsibilities and career growth within our organization, making it a perfect starting point for those interested in information security or information technology.

The position will report to the Chief Information Security Officer.

Key Responsibilities & Duties
1. End-User Support

Serve as the first point of contact for basic desktop, laptop, and mobile device issues.
Handle common tasks such as password resets, software installations, and troubleshooting peripherals (e.g., printers, monitors).

2. Service Desk Operations

Monitor and respond to incoming tickets, phone calls, and emails.
Provide timely follow-up, log all interactions, and ensure users stay informed on ticket status.
Escalate more complex technical issues to Tier 2 or Tier 3 teams when necessary.

3. Basic Network & Connectivity Assistance

Offer initial troubleshooting for wired and wireless network issues (checking cables, basic Wi-Fi connectivity).
Gather pertinent details before escalating to higher-tier support.

4. User Account Management (Basic)

Assist with account setups and password resets within Microsoft 365 or other systems.
Handle common user-access requests under established guidelines.

5. Customer Service & Communication

Maintain a courteous and empathetic approach when dealing with end users.
Provide clear explanations and guidance for non-technical individuals.
Keep stakeholders updated on timelines and resolutions.

6. Documentation & Knowledge Base

Accurately document troubleshooting steps, resolutions, and user interactions in the ticketing system.
Contribute to an internal knowledge base by documenting frequently asked questions and solutions.

7. Collaboration & Escalation

Coordinate with Tier 2/3 teams on advanced issues, ensuring a smooth handoff with complete ticket details.
Follow established escalation procedures for unusual or critical incidents.

8. Equipment Setup & Maintenance (Basic)

Assist in unpacking, connecting, and testing new hardware (desktops, laptops, monitors).
Perform routine checks, such as verifying device functionality and updating basic software.

Qualifications
Education & Certifications

High School diploma or equivalent experience; an associate’s degree in information technology or related field is a plus.
Entry-level certifications such as CompTIA A+, Network +, Security+, ITIL, Microsoft or Google certifications.

Technical Skills

Basic Troubleshooting of Windows/macOS environments (software installation, OS updates, simple networking checks).
Familiarity with Microsoft 365 (password resets, user account management) and common productivity software (e.g., Office apps).
Exposure to remote support tools or ticketing systems is preferred.
General understanding of basic networking concepts (Wi-Fi connectivity, checking cables, IP configuration).

Soft Skills

Customer Service Mindset: Ability to calmly and patiently assist users of varying technical skill levels.
Strong Communication Skills: Clear written and verbal communication to document tickets and explain solutions.
Team Player: Able to collaborate and escalate appropriately to Tier II/III teams.
Time Management & Organization: Capable of juggling multiple tickets while prioritizing effectively.

Experience

1–2 years of experience in an IT support or help desk environment is advantageous, though motivated entry-level candidates with relevant coursework or certifications are also considered.
Proven ability to troubleshoot common end-user issues (password resets, printer problems, software errors) and document solutions.

Why choose us?
OneRail is not only ranked 59th in Inc. 5000's fastest-growing companies in 2023 and 23rd in Forbes' Best Startup Employers list in 2023, but we are also proud to be recognized on the Deloitte Technology Fast 500 list as the 24th fastest-growing company in North America. Our innovative efforts have been acknowledged by Gartner, featuring us as a Sample Vendor in their Hype Cycle. If you're looking for a company that combines a thriving culture of support with the excitement of rapid growth, where every individual truly makes a difference, look no further than OneRail.

To view more details about what is like to work at OneRail, or to view a full list of career opportunities, please visit https://www.onerail.com/careers/

About OneRail

OneRail, headquartered in Orlando, FL, is the emerging leader in Final Mile delivery technology. Our OmniPoint SaaS platform uses proprietary algorithms and artificial intelligence to power efficient same-day delivery programs for major companies like Lowe’s, Pepsi, American Tire Distributors, and Advance Auto Parts.

OmniPoint is the cornerstone of OneRail’s integrated final mile delivery solution.

Capture. Within moments of a purchase that requires same-day delivery, OmniPoint captures a shipper’s “demand signal” from their POS, ERP, or e-commerce system: what was ordered, where it is, where it’s going, and when it needs to be there.
Optimize. OmniPoint uses this data to specify the optimal vehicle for the order’s size and weight, as well as any extra services required. OmniPoint then calculates all-in shipping costs and optimizes delivery routing.
Execute. Customers can direct deliveries to their fleet, or OneRail’s nationwide network of 12 million couriers available 24/7/365.
Support. Deliveries can be supported as they occur by OneRail’s skilled Exceptions Assist team to handle unforeseen delivery issues on the customer’s behalf.
Follow Up. OmniPoint enables the consumer or receiving business to track their order delivery in real time and provide feedback through a customer-branded interface.

OneRail has been recognized by Gartner as one of the most innovative solutions in the Final Mile delivery space. We ranked in the top 100 of the Inc. 5000 list of the fastest-growing US private companies in 2022 and 2023 and received an Inc. Best Workplace award in 2023.

Regular, Full-time Team Member Benefits

Competitive base compensation
Health and wellness Insurance with generous company contribution (medical, dental, vision)
Company-paid life insurance, short-term and long-term disability
4% 401K match with immediate vesting of Company match
Continuing Education Opportunities
Flexible/Open (Uncapped) Paid Time Off (PTO) Policy for Salaried Team Members*
Competitive Paid Time Off (PTO) Policy for Hourly Team Members*
Generous Company-paid Holidays

Onsite Team Member Job Perks

Relaxed/casual work environment
Standing desks
Recreational and Video games
Large breakroom and lounge
Stocked kitchen and fridges
Cappuccino machine
Onsite restaurant and daily food trucks
Offices conveniently located with quick access to I-4, SR-528, and Florida's Turnpike
Ample free parking

OneRail's Travel Policy for Remote Team Members

While OneRail allows remote work for certain posted roles, noted as "Remote Work Available" on the Company's website, a core requisite for all roles is that team members be willing and able to occasionally travel to OneRail's Orlando, Florida headquarters. All team members are required to participate in on-site onboarding at the onset of employment and then on an as-needed basis thereafter, as a condition of their employment.

To view more details about what is like to work at OneRail, or to view a full list of career opportunities, please visit https://www.onerail.com/careers/

Service Desk Technician

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