Help Desk Support/Technical Support - Remote

Gateway Supply is a leading provider of plumbing, HVAC, and industrial supplies, serving contractors, builders, and maintenance professionals across the region. With a strong commitment to quality products, exceptional customer service, and industry expertise, we have been a trusted partner in the supply industry for over 60 years. Our team thrives on teamwork, innovation, and creating long-lasting relationships with our customers and vendors. Join us and be a part of a company that values growth, community, and excellence.

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.

End-User Support

Provide first-line support via phone, email, in person and with remote tools

Windows desktops and laptops

Microsoft 365 (Outlook, Teams, OneDrive, etc.)

Mobile devices (iOS smartphones, tablets, Motorola M9090 scanners)

Password resets and account lockouts

Application errors

Connectivity and device performance issues

Create, update, and manage incidents and service requests in the Ninja platform

Maintain consistent communication with users throughout the support process

Escalate complex or unresolved issues to appropriate IT team members

Work with network, systems, and application teams to ensure resolution

Equipment & User Support

User account provisioning and access changes

Device configuration, deployment, and replacement

Support office and branch users with hardware and software needs

Operational Support

Follow Gateway Supply IT policies and procedures for help desk operations

Identify recurring issues and recommend process or system improvements

1-3 years of experience in a help desk or IT support role

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)

Customer-focused mindset with strong responsiveness

Strong attention to detail and documentation quality

Office-based with occasional travel to branch locations

Standard business hours with periodic after-hours support for critical issues

Ticket resolution time and SLA performance

Quality and completeness of ticket documentation

Full-Time

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