IT Help Desk Technician

Company Overview:

At Tactacam, we are a rapidly growing team of tech innovators, trail-blazers, and outdoor enthusiasts working to engineer the outdoors! We are proud to be a market-leading outdoor camera and technology company, but at our core, we are just a group of people obsessed with the great outdoors. We are far more than a technology company; we are a community that values fresh air as much as fresh ideas. As restless adventurers, we know that the best ideas rarely happen behind a desk, which is why we constantly encourage our team to get outside, use our products, and let the natural world inspire their next big breakthrough.

We also operate as tech trailblazers who are moving fast. With over 500,000+ active customers worldwide and a constantly expanding product line, we are actively pushing the boundaries of what outdoor technology can do. Because "good enough" isn't in our vocabulary, we intentionally foster an environment of ambitious dreamers where every team member is encouraged to aim higher, dream bigger, and drive innovation forward. We believe that your career should be an adventure too, and our rapid growth offers limitless possibilities for career advancement, personal development, and hands-on impact

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

Why you want to work here

Comprehensive Health & Wellness: Includes medical, dental, and vision coverage, along with life insurance and disability protection.

Generous Paid Leave: Offers competitive time off and in addition to pregnancy leave, parental and military leave, and unique "Hunting Holidays" for outdoor activities.

Financial Planning: Supports future retirement goals through a company-managed 401(k) plan.

Outdoor-Centric Culture: Features remote-first flexibility, employee discounts, complimentary camera gear, company-sponsored outdoor trips, and community projects.

Recognition & Values: Honors top performance through monthly "TactaValor Awards" that celebrate company values like innovation, tenacity, and customer focus.

Location Limitations:

Please note at this time, we are not accepting applications from candidates based in Alaska (AK), Connecticut (CT), Delaware (DE), Massachusetts (MA), New Mexico (NM), and South Dakota (SD)

Equal Opportunity Employer:

Tactacam is an equal opportunity employer and does not discriminate against any applicant or employee based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other protected status. We are committed to providing a fair and inclusive work environment for all, and we encourage individuals of all backgrounds to apply for our open positions. If you require reasonable accommodation during the application process, please let us know, and we will be happy to assist.