IT Help Desk Technician

Tactacam; Billings (MT); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401k plan

PTO

Job summary

Tactacam is hiring an IT Help Desk Technician in Billings, MT. You will support 500+ employees and contractors, handling tickets, onboarding, and hardware maintenance in a mixed onsite/remote environment.

Responsibilities include troubleshooting Windows, macOS, and ChromeOS, configuring new hires, managing asset records, and contributing to a knowledge base. On-call rotation and teamwork are required.

Qualifications

• Bachelor's or Associate's degree in IT/CS or equivalent experience.
• Experience in IT Help Desk or desktop support.
• Proficiency supporting Windows, macOS, and ChromeOS.
• Strong hardware skills including RMA processing and repair.
• Excellent written and verbal communication for non-technical users.
• Detail-oriented asset management and ticket documentation.
• Experience with Zendesk or similar ticketing systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Team player with a positive attitude.
• Willingness to participate in on-call rotation.

Responsibilities

• Resolve and manage Help Desk tickets via Zendesk; ensure clear communication.
• Log walk-up requests and maintain accurate ticket records.
• Configure and ship new hire computers for onboarding.
• Set up workstations for onsite and remote staff; Day 1 readiness.
• Process returns and offboarding hardware; update asset records.
• Perform basic RMA processing and hardware repair as needed.
• Provide Tier 1/2 support for Windows, MacBooks, and Chromebooks.
• Create and update knowledge base articles to empower users.
• Participate in on-call rotation and cross-team collaboration.
• Deliver high-quality customer service with professionalism and patience.

Skills

Ticketing & customer service

Windows

macOS

ChromeOS

On-call readiness

Asset tracking

Documentation & KB writing

Collaboration & teamwork

Education

IT/CS degree or equivalent

Tools

Zendesk

Okta

Jamf

Google Workspace

Slack

Job description

Tactacam is a leading innovator in outdoor and action camera technology, dedicated to providing high-quality products that enhance the outdoor experience. With over 1,000,000 active customers, we continue to push the boundaries of technology, design, and functionality. Our team is passionate about developing cutting-edge products, and we offer exciting opportunities for career growth in a dynamic, fast-paced environment.

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
• Google Workspace — Gmail, Drive, Meet, and more
• Slack — Team communication and collaboration
• Shipping & Receiving — experience processing inbound/outbound packages, managing hardware inventory, and working with shipping platforms such as FedEx, UPS, or similar carriers

This is an on-site role in Billings, MT.

Our benefits include Medical, Dental, and Vision coverage to ensure your well-being. Plan for the future with our 401k plan, and take time off to recharge with PTO. We've got you covered with Disability Insurance and Life Insurance too!

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.