Help Desk Technician

Gateway Supply Co

Position Summary

The Help Desk Support Technician is the first point of contact for all IT-related requests across Gateway Supply. This role is responsible for delivering timely, professional, and effective technical support for hardware, software, and network issues, while ensuring requests are properly documented, tracked, and resolved or escalated through the Ninja ticketing platform.

Key Responsibilities

End-User Support

Provide first-line support via phone, email, in person and with remote tools
Troubleshoot issues related to:
- Windows desktops and laptops
- Microsoft 365 (Outlook, Teams, OneDrive, etc.)
- Printers, scanners, and peripherals
- Mobile devices (iOS smartphones, tablets, Motorola M9090 scanners)
Resolve common issues including:
- Password resets and account lockouts
- Application errors
- Connectivity and device performance issues

Ticket Management & Documentation

Create, update, and manage incidents and service requests in the Ninja platform
Accurate documentation:
- User-reported issues
- Troubleshooting steps taken
- Final resolution and outcomes
Prioritize requests based on urgency and business impact
Maintain consistent communication with users throughout the support process

Issue Resolution & Escalation

Diagnose and resolve technical issues at first contact whenever possible
Escalate complex or unresolved issues to appropriate IT team members
Work with network, systems, and application teams to ensure resolution
Coordinate with external vendors when necessary

Equipment & User Support

Assist with:
- New hire setup and onboarding
- User account provisioning and access changes
- Device configuration, deployment, and replacement
Support office and branch users with hardware and software needs
Assist with moves, adds, and changes across locations
Perform periodic device inventory

Operational Support

Follow Gateway Supply IT policies and procedures for help desk operations
Ensure critical issues are identified and escalated quickly
Follow and contribute to internal documentation and knowledge base resources
Identify recurring issues and recommend process or system improvements

Preferred Qualifications

1-3 years of experience in a help desk or IT support role
Strong troubleshooting and analytical skills
Working knowledge of:
- Windows operating systems
- Microsoft 365 platform
- Active Directory / user account management
Experience with an IT ticketing system (Ninja or similar)
Strong communication and customer service skills
Experience supporting multiple locations or branch environments
Basic networking knowledge (Wi-Fi, VPN, IP connectivity)
Experience in distribution, warehouse, or supply chain environments

Key Competencies

Customer-focused mindset with strong responsiveness
Ability to manage multiple priorities effectively
Strong attention to detail and documentation quality
Team-oriented with good escalation judgment

Work Environment

Office-based with occasional travel to branch locations
Standard business hours with periodic after-hours support for critical issues

Success Metrics

Ticket resolution time and SLA performance
First-contact resolution rate
User satisfaction and feedback
Quality and completeness of ticket documentation

Apply

Vacancy posted 1 day ago

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